RCI-JNJN-70778 Customer Logistics Representative

Customer Experience Specialist

• The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations perspective.
• The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory.
• The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.
• The CLR will also engage with internal partners to provide resolution to customer complaints.
• The CLR will monitor key performance indicators (KPI's) to track progress of the efficiencies and value-added services offered to the customers.
• This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Major Responsibilities:

Value Add Through the tactical operations the Customer Logistics Representative will seek to deliver value to our customers. The CLR's main objective is to build and maintain a strong and positive relationship with their assigned customers. The CLR actively seeks to build further collaboration with existing customers to achieve:

• An increase of the number of orders sent electronically to Client
• A reduction of errors that occur for customers submitting already electronic orders.
• A decrease of the number of corrective documents (Credits/Debits and Returns)
• A reduction of the cycle time of Credit / Debit issuance
• CLR will act as an internal representation of the customer and will search for the optimized balance between Client capabilities/controls and customer expectations.
• Apply available information and reporting to measure efficiencies within the assigned customer portfolio.

Tactical

• Place orders in the system for customers belonging to the regional portfolio; orders can be received via Email, Phone, or Fax.
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.
• Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.
• Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.
• Ensure all activities are performed according to internal Standard Operating Procedures (SOP's), Work Instructions (WI's) to guarantee a compliant supply chain.
• Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
• Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
• Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.
• Provide support and coordinate with the rest of the team while other peers are out of office.

Process & Projects, Data and Analysis

• Function as a subject matter expert on all assigned Customer Experience processes
• Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team
• Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Job Knowledge Requirements:

• Relevant knowledge and experience
• Strong interpersonal, collaboration and communication skills
• A minimum of 2 years in a customer

Top Three Skills
:

• MS Office, Bilingual, Agility