Customer Service Specialist

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

Customer Service Operations

Job Category

Professional

All Job Posting Locations

Beerse, Antwerp, Belgium

Job Description

1. Function description

The Janssen Benelux Customer Service Center (CSC) is the first point of contact for all customers (internal & external) with questions and complaints about our products and services. The key objective of the CSC is to provide fast, accurate and high quality information to our customers and patients, to maintain and increase customer satisfaction and to contribute to positive business results.

1. Place in the organization

Customer Services: Customer Services belongs to the Business Unit Immunology, CNS, ID & NBD/VOT.

1. Profile / qualifications

• Very good communication skills
• Languages: very good knowledge of Dutch/French/English (oral and written)
• Very good knowledge of the organization, the market and the customers is a plus
• Good knowledge of negotiation techniques
• Able to translate customer needs into concrete solutions
• Good knowledge of Microsoft Office (Excel, Word, Outlook)
• Knowledge of operational systems (SAP, iCONNECT) and processes is a plus
• Stress resistant and flexible
• Able to work independently and result-oriented
• Experience in project work is a plus

Personality

• Service attitude, sense of urgency
• Team player
• Punctual and analytical
• Empathetic and assertive
• Critical and inquisitive
• Proactive/entrepreneurial/innovative
• Able to work independently and result-oriented

1. Tasks and responsibilities

Customer Contacts

• Inbound and outbound contacts with all our stakeholders (hospitals, pharmacies, wholesalers, HCP, Patients, government, warehouses, other stakeholders)
• Interaction with customers to handle customer requests: orders, samples, medical need, delivery times, price changes, discounts, stock availability, EDS, new customers, …
• Creation of discounts and rebate agreements, coordination with Key Account Managers/Strategic Account Managers/Contract &Tendering Team
• Registration and handling of complaints: logistic complaints (Icarus), service complaints, financial complaints (FCM Dispute management, adverse events (back-up non-trade - iCONNECT), product quality complaints (back-up non-trade – iCONNECT)
• Registration and handling of 1st line medical questions (back-up non-trade – iCONNECT)
• Contact customers to discuss/request customer licences to ensure GDP are met.
• Prepare communications to wholesalers and hospitals (e.g. product launches, price changes)
• Incoming calls regarding SOS and EDS

Order Handling

• 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
• Processing of narcotic orders according to the law in Belgium and Luxembourg in close cooperation with the narcotics department in Beerse I
• Processing of wholesaler orders based on SOS recommendations and inform regional team of deviations
• Process orders of hospitals and interact about urgency, quantities, special needs.
• Handling of emergency deliveries to ensure patient access to our medicines
• Processing and releasing EDI orders
• Follow-up Basware for EDI orders
• Follow up E-Invoicing
• Create Pricat (product launches, price changes)
• Handling of returns: expired products, narcotics, collaboration with internal business partners

Master data Handling

• Customer master data
• Material master data
• Price master data
• Discounts and Rebates
• Check that all changes are in accordance to SOX, AUDIT and local processes
• Make sure supporting documentation is ready for month end closing activities

Complaint Handling

• Processing customer complaints: return or exchange products, resend products, creation of (rebate and other )credit notes, administrative rectifications, etc.
• Follow-up of complaints (Icarus)
• Follow up on disputes in FCM dispute management tool

Invoicing

• Monitoring e-invoicing in Basware
• Month end closing and SOX reports
• Rebates Hospitals : create rebate creditnotes according to frequency agreed in contract. Collaboration with Contract & Tendering Team, SAM and Finance (reserves posted)
• Give feedback to internal business partners

Issue Management

• Recalls
• Product launches
• Product shortages / stock-outs
• Demand management: guarantee a fair distribution in the market in order to ensure continuity of patient treatments
• Represent the CSC in Issue Team Meetings
• Give feedback to internal business partners
• Set-up outbound calls

Internal Communication

• Capture & communicate market insights, customer unmet needs and alerts to internal key stakeholders
• Close collaboration with Key Account Managers/Strategic Account Managers
• 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

EDI

• Key contact EDI for new customers:

• Map each step in process for new potential EDI customers
• Coordination of EDI roll out together with local IT and E-health organisation

Ownership SOS

• Upload SOS ceilings in Galaxy
• Set up meetings with Business Intelligence
• Follow up on SOS and legal guidance and share market and customer insights / knowledge

SOX Compliance

• SOX Revenue Cycle Ownership: DCM update

Monthly controls after closing: coordination testing with SOX department Beerse I

• Year End Closing Ownership

Repricing, update calendar in SAP, update closing data

• Maintain SOX cockpit
• Responsible for Customer Master Data:
• Creation of new customers or alterations + ensure supporting documents / licences according to SOP
• Responsible for customer licences:

Request via customers, check through FAGG for BE and IGZ for NL, feedback to QA

• Clearquest Approvals

Key Contact EDC La Louvière / NDC Beerse

• Check open deliveries
• Coordination and follow-up of order split in case of stock-outs
• Follow-up on time shipment
• Follow-up KPI/SLA. Organise monthly meetings with business partners to ensure business process improvements.
• Arrange agreement and follow-up on distribution fee budget with EDC, Beerse and controlling
• Opco complaint handling:
• Responsible for initiation and monitoring of the complaint process
• Trend analysis and PE application on logistic complaints with Opco responsibility (mistake customer, mistake CSC, wrong master data, etc.) to ensure business process improvements
• Responsible emergency deliveries outside office hours and coordination with EDC/NDC

Specific Tasks for NL

• Create EWS sheet on a monthly basis
• Assist and advise on pricing for negotiations with wholesalers
• hospital contracts and orderhandling following ADM

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

€52,000.00 - €82,685.00

Benefits

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.