Customer Service Coordinator - MISSA

Description:About Johnson & JohnsonAt 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/ .Johnson & Johnson is recruiting a Customer Service Coordinator to be located in Cairo.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 innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. And our culture is interconnected by the shared values of Our Credo. It’s a culture that celebrates diversity and diverse perspectives. It helps employees achieve an effective mix between work and home life and supports their efforts to have a positive impact on their communities.Overall purpose of the job:The job holder will be responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing.Duties & ResponsibilitiesInvestigates and resolves customer complaints regarding billing, shipping delays and products.Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing. Owner of the Order Receipt and Processing on the system: Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability. Generates non-routine correspondence to secure additional customer information or resolve customer disputes. Serves as liaison with sales, manufacturing, purchasing, engineering and shipping personnel to handle customer inquiries and complaints. Solicits and tracks customer feedback. Conducts customer surveys.Analyzes and reports on results. Tracks carrier performance and alerts management when performance metrics aren't met. Point of contact for customers for claims.Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.Compiles shipping data and analyzes for trends in vendor performance. Reports findings to management.Qualifications:Experience And Core Competencies Required For This RoleEducation: University (Bachelor´s) Degree, preferably in Supply Chain (alternatively Logistics, Business Administration or other related discipline)Experience: minimum of 2 years of experience with customer service or related experience in a Supply Chain environment High Sense of Customer Service and Ownership Ability to work on their own initiative and proactively interact with teams to obtain information Ability to identify areas that require improvements and suggest plans for remediation. Ability to react quickly and decisively to constantly changing demands Excellent PC (including Excel and PowerPoint) and database skills; JDE knowledge is an advantage. Good team player and good interpersonal skills Very good English, French is a big advantage Good Communication Skills - both verbal and written Works well under pressure and in stressful situations – without getting easily frustrated Analytical capability, attention to detail and solution-oriented Responds quickly and positively to constructive criticism, organized and sets priorities Knowledge in Logistics, Shipping/Freight forwarding preferredLeadership Behaviors RequiredLIVE OUR CREDO: Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and Ensures everyday actions contribute to Our PurposeCONNECT: Builds internal and external relationships based on respect, Collaborates openly across boundaries and acts as a team player.SHAPE: Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.Grow: Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.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 experiencesThat is why we in Egypt are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feel that they belong and can reach their potential. No matter who they are.Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”!