Customer Service Associate

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 jnj.com.

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:

Cairo, Egypt

Job Description:

Position:  Customer Service Associate

Reporting to: Customer Service Team Lead

**Location:**Cairo, Egypt

About J&J:

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 https://www.jnj.com/.

About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Duties & Responsibilities

• Maintain customer relationship management and solve their issues.

• confirmation to customers regarding order receipt and availability.

• Resolves customer complaints regarding billing, shipping delays and products.

• Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.

• Generates non-routine correspondence to secure additional customer information or resolve customer disputes. Serves as liaison with sales, marketing, logistics, supply chain and regulatory personnel to handle customer inquiries and complaints.

• Solicits and tracks customer feedback.

• Conducts customer surveys.

• Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.

• Representing entire Supply Chain in front of the customer.

• Performing regular calls and meetings with Customers. Sending related files and following up on related action points.

• Promoting usage of J&J Customer Connect portal to Customers (internal & external)

• Update accurately and timely related tools & reports/ files.

• Replying to all inquiries in a timely manner.

• Contribute to achieving Voice of Customer targets.

• Clear customer Claims & Debit Notes on a timely basis.

• Help reduce aging orders and Backorders.

• Perform and contribute to reconciliations with Suppliers.

Required Qualifications

• University degree in Business Administration, Supply Chain, Logistics, or a related field.

• 2-4 years of experience in Customer Service, Order Management, or Supply Chain.

• Experience with ERP systems (JD Edwards preferred).

• Strong communication and stakeholder management skills.

• Advanced MS Office skills, particularly Excel.

• Excellent organizational skills, attention to detail, and problem-solving capabilities.

• Ability to work effectively in a fast-paced multinational environment.

• Fluency in English.

Required Skills:

Business Behavior, Customer Service, Process Oriented

Preferred Skills:

Analytical Reasoning, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Omni-Channel Support, Project Management, Self-Service Tools, Service Request Management