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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 ManagementJob Sub Function:
Non-Technical Customer ServiceJob Category:
ProfessionalAll Job Posting Locations:
Taipei City, TaiwanJob Description:
About Surgery
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
We are searching for the best talent for Customer Service Specialist_Surgery
Purpose: Responsible for processing customer orders and responding to customer inquiries in a timely, accurate, and professional manner. Accountable for maintaining high levels of customer satisfaction through efficient order management and exceptional customer service. Continuously identifies opportunities to simplify processes, improve operational efficiency, and enhance the customer experience through the adoption of digital and automation tools such as Power Automate, Power Query, and Winshuttle.
You will be responsible for:
1.Process customer orders and billing transactions accurately and timely by entering orders into the system, confirming order receipt, and providing product availability updates to customers.
2.Handle and resolve customer issues related to order processing, billing discrepancies, shipment delays, and product-related concerns, ensuring a high level of customer satisfaction.
3.Respond promptly to customer inquiries regarding order status, changes, cancellations, delivery schedules, and product availability.
4.Act as a key liaison between customers and internal stakeholders, including Sales, Warehouse, Import/Export, Logistics, and Shipping teams, to ensure effective communication and resolution of customer requirements and issues.
5.Represent the Customer Service function in local, regional, and global projects, participating in meetings, gathering business requirements, providing operational insights, and driving follow-up actions.
6.Ensure compliance with company policies, SOX controls, and global standard operating procedures by processing customer orders in accordance with established regulatory and business requirements.
7.Identify and implement opportunities to streamline processes, improve operational efficiency, and enhance the customer experience through continuous improvement initiatives and digital solutions such as Power Automate, Power Query, and Winshuttle.
Qualifications / Requirements:
Qualifications
1.Bachelor’s degree in business administration, Supply Chain Management, Logistics, or a related field required (please attach a digital copy of your degree when submitting your application).
2.Minimum of 1-2 years of experience in Customer Service, Order Management, Sales Support, or a related operational role.
3.Strong verbal and written communication skills, with the ability to communicate effectively in English.
4.Proven problem-solving skills with the ability to analyze issues and deliver timely, effective solutions.
5.Hands-on experience with ERP systems, such as SAP, Oracle, JD Edwards (JDE), or equivalent platforms.
6.Proficient in Microsoft Office applications, particularly Excel, for data analysis and reporting.
7.Ability to work effectively in a fast-paced, cross-functional, and customer-focused environment.
Preferred Qualifications
1.Familiarity with digital and automation tools, including Power Automate, Power Query, and Winshuttle.
2.Experience participating in process improvement, automation, or regional projects.
3.Strong attention to detail, organizational skills, and the ability to manage multiple priorities simultaneously.
Skills and Competencies required:
1.Strong process and systems orientation, with the ability to work effectively within ERP and business applications.
2.Customer-focused mindset with a commitment to delivering excellent service and enhancing both internal and external customer satisfaction.
3, Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions to customer issues and complaints.
4.Ability to manage multiple priorities while maintaining accuracy, efficiency, and attention to detail.
5. Effective communication and collaboration skills, with the ability to work cross-functionally to achieve business objectives.
6. Proactive approach to continuous improvement, driving process simplification and operational excellence.
#LI-Hybrid
Required Skills:
Customer Service Philosophy, Inquiry Handling, Quality Services, Service Excellence, Taking Ownership
Preferred Skills:
Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Omni-Channel Support, Process Oriented, Project Management, Self-Service Tools, Service Request Management
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