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Export Customer Service Analyst

2 weeks ago

Toronto, Ontario, Canada Johnson & Johnson Innovative Medicine Full time $69,500 - $102,350

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Toronto, Ontario, Canada

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at

Apply today for this exciting opportunity to be part of our growing team

Remote work options may be considered on a case-by-case basis and if approved by the Company.

The Export Analyst will be primarily responsible for ensuring that all international affiliate orders are processed accurately, compliantly and efficiently in accordance with all J&J SOPs, specific country shipping requirements and all Government Laws and Regulations. In addition, the Export Analyst will be responsible for integrating and/or streamlining the Export processes to best leverage J&J resources.

Key Responsibilities:

  • Understand and optimize Export processes to improve lead times and efficiencies. Implement automation and digital improvements where possible.

  • Advise management of changing needs of customer base and recommend process changes to accommodate customer requirements.

  • Responsible for providing processes, troubleshooting, and solutions to Sr. Coordinators on Export team as it relates to system capabilities, processes, and affiliate management.

  • Ensure adherence to all policies, procedures, regulations, and quality compliance (FDA, DEA, J&J QA standards) to be ready for internal and external audits

  • Export Analyst will lead projects to support system upgrades, new product launches, new country launches, recalls, acquisition, and divesture activities as appropriate.

  • Lead and support implementation of projects, ensuring clear and timely communication on status to business partners.

  • Partner with Supply Chain, E2E Global Production Planning, Transportation, Operations, Controlled Substance Compliance, RD&S, etc. to resolve issues, complaints and/or adhoc inquiries.

  • Investigate and research to resolve issues, present the data and effectively communicate action plan and resolution to affiliates and leadership, as the need arises.

  • Develop deep knowledge of Export processes, country policies, metrics, and regulatory standards.

  • Drive digital analytics to create and customize Export lead time metrics dashboard.

  • Write and maintain SOPs in Tru-Vault to ensure all Export processes are clearly documented, standardized, and trained.

  • Export Analyst will act as lead trainer for new resources and others as appropriate

Qualifications

Education:

  • Minimum of a Bachelor's/University or equivalent degree is required

Experience and Skills:

Required:

  • A minimum 3 years of working experience

  • The ability to handle ambiguity within the J&J NA Deliver and Supply Chain enterprise

  • Advanced order management systems knowledge

  • Prior project work experience

  • Analytical and/or Lean Thinking background

  • Ability to work with individuals from different cultures and backgrounds

  • Demonstrates an understanding of the supported franchises and business processes needed to achieve results.

  • Understands relevant products and applies this knowledge to day-to-day responsibilities

  • Customer-centric background

  • Ability to build professional relationships across functions and sites, both internally and externally, to achieve shared goals

  • Experience analyzing problems, issues, and situations.

  • Ability to communicate expertly and effectively through multiple channels (i.e., phone, email, and other business correspondence)

  • Ability to effectively present information and respond to questions from peers and supervisors / managers

Preferred:

  • Knowledge and experience in import/export

Other:

  • Ability to work non-standard hours due to Global affiliate business needs

  • Ability to travel up to 10% of the time; international and domestic

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit ]

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

  • United States - Requisition Number: R-045235

  • Canada - Requisition Number: R-047403

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management

The anticipated base pay range for this position is :

69,500-102,350

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours  Additional information can be found through the link below.