Customer Service Representative

2 months ago

Markham, Canada Johnson & Johnson Full time

Johnson & Johnson Vision, a member of Johnson & Johnson's Family of Companies, is recruiting for a **Customer Service Representative (CSR) **. This role is based in **Markham, Ontario, Canada. **This is a duration-based role for 12 months **.

The **Johnson & Johnson Medical Devices Companies **have been working to make surgery better for more than a century. With substantial breadth and depth in surgical technologies, orthopedic and interventional solutions, we aspire to improve and enhance medical care for people worldwide. Together, we are working to shape the future of health through differentiated products and services.

The Customer Service Representative (CSR) is the owner of the customer relationship from an operations perspective. You will have direct responsibility for delivering a superior customer experience to an assigned list of accounts/region. You will be responsible for the execution of processes such as customer order intake, order management, order follow-up and troubleshooting. It is also required to operate at a strategic level and demonstrate business analytics to influence customer collaboration. The CSR is also responsible to engage with internal partners to provide resolution to customer complaints.
The Customer Service Representative will collaborate cross functionally with Distribution, Transportation and Sales and Marketing.

**Key Responsibilities**:

- Perform all others task as it relates to department operating systems. The CSR may be assigned progressively challenging tasks to promote personal development.
- CSR to ensure that all customer queries, (internal and external) on product quality, availability, substitutions, inventory and order status, pricing, billing, invoicing and traffic carrier concerns are resolved satisfactorily and timely.
- Assist the sales team with account inquiries and problems.
- Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information and related paperwork.
- Follow policies and procedures and ensuring they are understood and adhered to.
- Interacts with internal and external customers by responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented.
- Provide recommendation and alternatives on business improvement processes.
- Assist with team initiatives as required.

**Qualifications**:
**Education**:

- High School diploma or equivalent education required and experience that provides the required knowledge, skills and abilities.

**Experience and Skills**

**Required**:

- A minimum of 0-2 years of demonstrated customer service experience is required. At least 2 years of experience is desirable.
- Effective written and oral communication skills in English. Strong oral and written communication skills in English is required.
- Experience working in a customer service team environment, strong time management skills and the ability of meeting deadlines and prioritizing tasks.
- Work with mínimal supervision while exercising good judgment and effective work habits.
- Must be willing to work in a fast-paced environment and manage complex issues with a sense of urgency.
- Excellent analytical and organizational skills.

**Preferred**:

- Knowledge of SAP
- Must be self-motivated, have a keen attention to detail with effective process improvement. and problem-solving skills.
- Knowledge and experience in medical products. Telecommunications experience desirable.

**Other**:

- French bilingualism would be a definite asset

Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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