At a Glance
- Tasks: Be a proactive role model in customer service and optimise processes for better efficiency.
- Company: Join Johnson & Johnson, a leader in healthcare innovation with a commitment to diversity.
- Benefits: Enjoy a supportive work environment, competitive salary, and opportunities for professional growth.
- Other info: Engage in exciting projects and build relationships across departments to enhance processes.
- Why this job: Make a real impact on patient health while developing your skills in a dynamic team.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30150 - 36850 £ per year.
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.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function: Customer Management
Job Sub Function: Non-Technical Customer Service
Job Category: Professional
All Job Posting Locations: High Wycombe, Buckinghamshire, United Kingdom
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.
Purpose: To act as an inspiring and proactive role model within the team and become a Super User on all aspects related to the IM Customer Service function to enable optimisation of technical and process efficiencies. To be fully aware of business processes and the overall strategy of the team and the company. To support projects aimed at improving processes and transforming the team. To closely manage key customer accounts and provide technical support and problem solving at all levels.
Customer order processing:
- Process orders in a timely and accurate manner to meet our delivery cut off times and customer expectations including orders received from customers by Phone, Fax, EDI & Email.
- Proactively maintain customer pricing and queries to support Team Management.
- Optimise the use of Winshuttle (automation tool) for mass data changes.
- Check that orders meet all criteria for exporting controlled drugs outside of the United Kingdom including a valid controlled drugs licence.
- Respond to all customer orders to ensure UK & Ireland patient demand is met.
- Ensuring Key Customer account stock levels are appropriate and support in emergency delivery system.
- Check that daily working practices comply with Sarbanes Oxley controls.
- Continually assess processes in line with Good Distribution Practice.
- Support senior management on SOP reviews.
- Process owner for month End cut off activities, SOX testing, internal audit, external audit and recalls.
- Contribute towards achieving monthly departmental targets.
Queries and Complaint Handling:
- Receive telephone calls which may be: Order related, query related or claim related (stock discrepancies, returns, free of charges).
- Log all complaints on our Complaints Management System.
- End to end Ownership of complaints and queries received.
- Overall management of status of customer returns at 3PL.
Ongoing responsibility:
- SME for Digital Tools and supporting increase in eCommerce.
- Manage clinical trial requests, from Trade Excellence team.
- Lead regular discussions with wholesalers, including stock status and weekly updates to ensure continued supply to patients.
- Rebate Process owner, collaborating across functions to ensure rebates processed in a timely and accurate manner.
- Create and edit pricing and material master data in accordance with SOX guidelines.
- Oversee key complex products and take responsibility for ensuring seamless delivery to patients and correct process flows.
Ad hoc projects:
- Support or lead any existing, or new, projects which may arise that improve efficiencies and support the business.
- Build and maintain relationships with internal departments to continually improve processes.
- Build and maintain relationships with external customers.
- Complete refresher training for the team on core activities.
- Training new starters on core elements of the role.
- Ensuring the core values of the twelve standards of excellence are maintained within the team.
Requirements:
- Experience in Customer Service, Customer Operations or related, ideally within a regulated environment.
- Excellent communication, customer relationship and stakeholder management.
- Ability to manage complex customer queries, complaints and escalations through to resolution.
- Experience using ERP/order management systems; knowledge of SAP, or eCommerce tools is advantageous.
- Ability to use and operate Microsoft Office tools.
At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.
Heres what you can expect:
- Application review: We'll carefully review your CV to see how your skills and experience align with the role.
- Getting to know you: If there's a good match, you'll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.
- Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.
- Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.
Finally, at the end of the process, we'll invite you to share feedback in a short survey - your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We're excited to learn more about you and wish you the best of luck in the process!
Required Skills:
- Business Behavior
- Communication
- Corrective and Preventive Action (CAPA)
- Customer Analytics
- Customer Centricity
- Customer Retentions
- Customer Satisfaction
- Customer Service
- Customer Support Operations
- Customer Support Trends
- Omni-Channel Support
- Organizing
- Problem Solving
- Process Oriented
- Project Management
- Self-Service Tools
- Service Request Management
Senior Customer Service Executive in High Wycombe employer: J&J Family of Companies
At Johnson & Johnson, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work environment that fosters personal and professional growth. Our commitment to diversity, equity, and inclusion ensures that every employee feels valued and empowered to reach their full potential, while our comprehensive benefits package supports both physical and mental wellbeing. Located in North London and Hertfordshire, you will be part of a pioneering team at the forefront of healthcare innovation, making a meaningful impact on lives around the world.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Executive in High Wycombe
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at J&J Family of Companies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like J&J Family of Companies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Executive in High Wycombe
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to J&J Family of Companies:Your cover letter is your chance to shine! Tell us why you want to work at J&J Family of Companies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at J&J Family of Companies!
How to prepare for a job interview at J&J Family of Companies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
