Digital Support Representative

Position: Customer Service Digital Representative

Location: J&J MedTech Spain

About us

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 the role

• Partnership with technical providers, ensuring service (eg ERP, EDI, OCR, data storage, Customer Connect Portal,….)

• Support the analytics for accurate decision making within the area and stakeholders

• Ensure best practices usage and robust processes within CS, E2E and with rest of stakeholders

• Work on initiatives generated in the Team, or Regional Projects, to improve Customer Experience or to provide a most effective service to Customers and Stakeholders.

The responsibilities & the impact YOU will have:

• Solve customer issues fast and accurately with an outstanding service and clear communication

• Be prepared to back-up / join and work in all flows within the department

• Project participation and coordination from a Customer Service perspective to new initiatives (eg: new products, processes, systems,….)

• Audits coordination

• System control according to duties (Otif, revenue recognition, walking implants,…)

• Warehouse and transportation error follow up (DSI)

• Work with all Customer Service Team, E2E and any other stakeholder in order to improve all processes

• Reporting activities (Power BI, Insight,…)

• KPI extraction, analysis and communication. Daily, Weekly, Monthly and Quarter

• Maintain good product knowledge

• Respect and work according to and within J&J Business Conduct policy, HCC, SOX and the J&J Credo

• Understand and follow all laws and policies relating to the role.

We would love to hear from you, if you meet the following requirements:

• Good communication skills

• Customer focus for both internal and external customers. Ability to develop close relationships with customers and colleagues at all levels.

• Collaboration and Teaming - The ability to work well across functions and groups.

• Leadership skills

• Well organized with attention to details, analytics skills

• Action oriented with the ability to solve issues with a sense of urgency.

• High integrity, being trustworthy and ethical.

• The willingness to put the Credo top of mind for all decisions

Experience

• Three to five-year experience in any position related to Supply Chain

• Good skills in Business Systems (i.e JDE8.12, SAP or similar)

• Good general technical skills and learning capacity. SQL, data bases, Power BI, Excel, …

• Financial awareness / good numeracy skills.

Essential requirements

• Good communication skills

• Customer focus for both internal and external customers. Ability to develop close relationships with customers and colleagues at all levels.

• Collaboration and Teaming - The ability to work well across functions and groups.

• Well organized with attention to details, analytics skills

• High integrity, being trustworthy and ethical.

• Positive attitude. Have a sense of urgency.

Academic Training and Knowledge

• Graduate level required, or relevant qualification in this area

• Languages: Excellent knowledge in local language and professional proficiency in English, written as well as spoken

Desirable Requirements

Develop and maintaining a close cooperation and alignment with Customers, external suppliers, Customer Service teams, Service Center, Sales and Marketing, Supply Chain, Warehouse, Finance, IT, Compliance board, Bids & Tender, Regulatory, Quality.

More about us:

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.

That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”

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