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Customer Logistics Associate Vision Care

4 weeks ago

Markham, Canada Johnson & Johnson Full time

Johnson & Johnson Vision, a member of the Johnson & Johnson family of companies, is recruiting for Customer Logistics Associate Vision Care, located in Markham, Ontario.

**Responsibilities**:

- Actively listens and problem solves to find effortless resolutions to customer issues.
- Provides resolution to customers’ inquiries, returns and feedback using the appropriate systems and other related material.
- Supports inquiries regarding ACUVUE brand contact lenses and solutions as well as Blink over the counter eye drops.
- Adheres to Johnson & Johnson Deliver’s Customer Promise and 12 Standards of Excellence.
- Serve as an essential link between customers and various internal departments such as Sales, Customer Financial Services, Customer Relations and Distribution.
- Adheres to Environmental Health and Safety policies and procedures and supports department objectives.
- Share team responsibilities and support team functions.

**Qualifications**:

- A minimum of a High School education or equivalent is required.
- A minimum of 3+ years customer service experience, preferably in a call centre environment within the past 5 years.

**Core proficiencies required for this role**:

- Demonstrated effective written and oral communication skills in English and French
- Team player with strong, professional interpersonal skills
- Proven effective organizational and problem-solving skills
- Ability to perform in a fast paced, changing environment while meeting and or exceeding established performance measures
- Proven PC skills to include Microsoft Suite products

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 crucial 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 Vision, membre du Groupe des entreprises Johnson & Johnson, est à la recherche d’un associé, Services logistiques - clients, Vision Care, situé à Markham, en Ontario.

Relevant du chef d’équipe du Service à la clientèle, l’associé Services logistiques - clients, Vision Care, sera responsable de l’ensemble du processus de l’expérience client en répondant aux appels téléphoniques entrants, en traitant les commandes et en répondant aux demandes de renseignements relatives aux commandes reçues par téléphone, télécopieur et courriel. Le soutien de l’associé, Services logistiques - clients est offert aux clients de partout au Canada, en anglais et en français.

**Responsabilités**:

- Entrer les commandes reçues des clients par téléphone, par télécopieur ou par courriel dans le système de saisie des commandes (ou dans plusieurs progiciels de gestion intégrés [PGI]) conformément aux procédures établies du service à la clientèle tout en respectant les normes du service.
- Écouter activement les clients afin de trouver des solutions à leurs problèmes sans effort.
- Fournir une réponse aux demandes, aux retours et aux rétroactions des clients à l’aide des systèmes appropriés et d’autres documents connexes.
- Répondre aux demandes relatives aux lentilles cornéennes et aux solutions de marque ACUVUE ainsi qu’aux gouttes oculaires Blink en vente libre.
- Respecter la promesse aux clients de Johnson & Johnson et les 12 normes d’excellence.
- Assurer un lien entre les clients et les divers services à l’interne comme les Ventes, les Services financiers à la clientèle, les Relations avec la clientèle et la Distribution.
- Respecter les politiques et procédures sur l’environnement, la santé et la sécurité et soutenir les objectifs du service.
- Répartir les responsabilités entre les membres de l’équipe et soutenir les fonctions de cette dernière.

**Compétences**:

- Un diplôme d’études secondaires ou l’équivalent est exigé.
- Au moins 3 ans d’expérience en service à la clientèle, de préférence dans un centre d’appels au cours des 5 dernières années.

Principales compétences exigées pour ce poste:
- Compétences avérées et efficaces en communication écrite et orale (anglais et français)
- Esprit d’équipe et solides compétences en relations interpersonnelles professionnelles
- Compétences éprouvées en organisation et en résolution de problèmes
- Capacité à travailler dans un environnement dynamique et en constante évolution tout en respectant ou en dépassant les mesures de rendement établies
- Compétences éprouvées en informatique, notamment pour ce qui est des produits de la suite Microsoft

La diversité et l’inclusion sont des éléments centraux de la culture que nous partageons au sein du Groupe des entreprises Johnson & Johnson. Trois aspects importants sont essentiels à notre réussite : le recrutement, le perfectionne

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