Johnson & Johnson Hiring for Senior Customer Service Executive at Gurgaon Full Time

Senior Customer Service Executice – Gurgaon

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science – bringing creative ideas, products and services to advance the health and well-being of people. Every day, our more than 130,000 employees across the world are blending heart, science and ingenuity to profoundly change the trajectory of health for humanity.

Johnson & Johnson Vision is committed to improving and restoring sight for patients worldwide. Since debuting the world’s first disposable soft contact lens in 1987, it has been helping patients see better through their world-leading ACUVUE® Brand Contact Lenses. In 2017, J&J expanded into cataract surgery, laser refractive surgery (LASIK) and consumer eye health and now serves more than 60 million patients a day across 103 countries with its eye health portfolio. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

Johnson & Johnson Surgical Vision; a member of Johnson & Johnson’s Family of Companies, is recruiting for a Senior Customer Service Executive to be located in Gurgaon

Job Summary:

The Senior Customer Service Executive is responsible for ensuring the delivery of excellent customer service through timely and accurate processing of orders using SAP, communication and coordination with other functions.

This role represents the first point of customer contact for enquiries related to customer orders and deliveries. Creates an environment which enables to provide industry “best practice” in Customer Service. These efforts of the customer service team create and deliver a reputation of excellence in customer service to achieve durable customer preference.

The Senior Customer Service Executive builds and maintains a strong business relationship with the customer by providing prompt and accurate service to promote customer loyalty.

Adheres to environmental policy, procedures, and supports department environmental objectives.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES

Main areas of responsibility

• Ensure all customer enquiries, orders, service needs, and complaints are attended with quality service level, respond where appropriate or direct to relevant functional department.
• Ensure all customer enquiries, orders, service needs, and complaints are attended with quality service level, respond where appropriate or direct to relevant functional department.
• Accurately & timely entry of customer orders in SAP in accordance with established J&J processes and policies.
• Equip with company’s products and services knowledge.
• Liaise with other functional department to ensure on time order fulfilment
• Provide timely & accurate stock status & feedback to Customers.
• Share appropriate Information related to order processing & order fulfilment to all Internal/External Customers.
• Ensure all service failure is recorded accurately into the Issue Management system. Work together with appropriate functional department to provide corrective and preventive action in a timely and efficient manner.
• Escalate all Product Complaints to the relevant people in the Quality organization.
• Ensure Statutory Compliances are adhered to.
• Help in Statutory Audit.

• Daily, Weekly & Monthly order booking, sales information to all Internal as well as External Customers.
• Publish weekly open order report to internal / external Customers when required.
• Provide timely and accurate report to internal or external customer on order/ shipment status.

• Ensure accurate SAP master data relating to order entry, such as customer master, pricing condition and customer material information record are well-maintain at all time.
• Ensure all customer service activities including documentation and record keeping, are conducted within the frame work of the J&J Code of business conduct and applicable laws.
• Identify gaps and opportunities to improve customer service and develop strategies to support the growth of J&J Business.
• Perform Internal Control Audit and set expectations that all team members will comply with all laws and regulations governing our company’s behavior.
• Provide guidance/training to less experienced staff and troubleshoot any system issue prior escalating to helpdesk.

Qualifications

QUALIFICATIONS

• Minimum 5 years of working experience in customer service; order processing, shipping or logistics

Are you ready to impact the world? Johnson & Johnson offers an unusual experience to professionals looking for an opportunity to work with hardworking people who share your real passion for caring in an environment that empowers you to drive your own career.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Primary Location
India-Haryana-Gurgaon-
Organization
Johnson & Johnson Surgical Vision India Private Ltd. (8078)
Job Function
Operations
Requisition ID
2206037542W