About the Role
Customer service to MedTech countries in EMEA.
Note: Johnson & Johnson announced plans to separate its Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Essential Duties and Responsibilities
•Customer service to MedTech countries in EMEA
•Primarily handling customer orders and calls, case management in Sales Force, but can extend to responsibilities across customer service orders, returns and financial transactions returns, credits and debits for external and internal customers
•Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc.) and external providers (distribution centres and transport providers)
•Timely and accurate handling of cases/calls, processing orders, returns in a highly compliance and regulatory driven environment
•Good understanding of systems and processes to manage multiple tasks through (Salesforce.com, JDE, Genesys) with a high attention to detail
•Processes and investigates customer cases/calls, orders, potentially returns, credits and debits and other issues, credit and billing investigations / approvals and transactions to provide excellent customer service and experience
•Responds to customer inquiries regarding orders, back-orders, return requests, approvals, changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers
•Process orders on JDE system in timely manner, ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers
Other Features of the Job
•Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA.Safe Fleet)
•On time reporting on spontaneous adverse events (AE) reports and quality complaints for all products
•Successfully complete all mandatory training on time
Special Requirements
•Fluency in French
•Intermediate in English
Academic or Professional Qualifications/Technical Skills
•Experience in the Customer Service or in a related area
•University degree or equivalent
•Systems experience: Case Management systems (Salesforce.com preferred), Enterprise systems (JD Edwards preferred)
Organizational and Industry Knowledge and Experience
•Proven customer service or administrative experience
•Knowledge of customer service and office management systems and procedures
•Excellent time management skills and ability to multi-task and prioritize work
•Attention to detail and problem-solving skills
•Excellent written and verbal communication skills
•Strong organizational and planning skills
•Proficient in MS Office
Key Leadership Characteristics Required
•Reporting skills
•Administrative Writing Skills
•Microsoft Office Skills
•Analysis
•Professionalism
•Problem Solving
•Verbal Communication
•Office administration Procedures
Soft Skills
•Teamwork, communicability, flexibility and reliability, good organization skills, autonomy, attention to detail and systematic work
Job Details
•Job location: Prague, Czech Republic
•Type: Initially Fixed Term (one-year)
Pay and Benefits
The anticipated base pay range for this position is: Kč461,000.00 - Kč742,900.00
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 locations eligible dependents - can participate in several insurance plans.
*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.
