Senior Customer Service Representative

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

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Riyadh, Saudi Arabia

Job Description:

Summary of the job:

Customer Service is a strategic role responsible for overseeing customer data analysis, and spearheading initiatives for JNJ customers. This position focuses on leveraging Customer Service data to enhance customer engagement or to provide a most effective service to our customers or Stakeholders. Responsible for managing J&J customers and be the first point of contact for customers in Saudi Arabia. Customer Relationship Management is key along with responding to their queries and solving their issues

Key Responsibilities

1. Customer Experience & Service Excellence

• Champion a culture of exceptional customer service, mutual trust, and cross-functional collaboration.
• Manage customer inquiries related to orders, deliveries, product information, changes, cancellations, and pricing, ensuring timely and accurate resolution.
• Handle customer complaints (e.g., billing issues, shipping delays, product concerns), ensuring root-cause analysis and implementation of corrective actions.
• Oversee customer visits and engagement to identify business needs and promote new initiatives that enhance satisfaction.
• Act as a key contributor to customer survey and hospital benchmark programs, leading action plans to address feedback.

2. CRM & Data Management

• Oversee the Salesforce CRM system: ensure effective usage, data quality, and system optimization to meet business needs.
• Ensure all interactions are logged with a “Right First-Time” mindset.
• Monitor and report on KPIs related to customer engagement and CRM system effectiveness.
• Provide guidance and training to team members on CRM usage, data analysis, and customer relationship best practices.
• Develop and maintain robust data governance and privacy standards.

3. Project Management & Continuous Improvement

• Lead and support local and regional projects focused on customer experience and process efficiency.
• Collaborate with Sales, Marketing, Supply Chain, Quality, Finance, and Regulatory teams to implement key initiatives, including commercial and E2E supply chain transformations (e.g., NUPCO tender requirements).
• Drive adoption of digital solutions and automation to eliminate waste and simplify operations.

4. Operational Support & Coordination

• Serve as the customer-facing representative for Supply Chain, supporting activities such as invoicing, consignment inventory, stock replenishment, and returns.
• Coordinate order fulfillment, transportation error resolution, and inventory updates.
• Ensure timely placement of replacement part orders and resolution of shipment discrepancies.

5. Analysis & Reporting

• Analyze customer data and service trends to identify opportunities for improvement and innovation.
• Provide regular reporting on service metrics and project outcomes.
• Support quality measurement and operational accuracy within customer service processes.

6. Leadership & Collaboration

• Support and mentor team members to drive dedication, operational efficiency, and innovation.
• Foster collaboration across departments to continuously improve E2E customer service processes.

7. Compliance & Policy Adherence

• Ensure compliance with J&J Business Conduct policies, HCC, SOX regulations, and the J&J Credo.
• Participate actively in compliance meetings and fulfill program requirements with diligence.

Additional Requirements:

• Strong analytical and decision-making skills.
• Excellent stakeholder management and cross-functional collaboration.
• Willingness to travel as required by the role.
• Maintain sound product knowledge of One MD offerings

Experience Required

• Education: Relevant Bachelor’s degree, or equivalent combination of education and experience
• Years of Experience: Must have 4+ years' experience in Data Management 
• Solid Order-to-Invoice knowledge has developed with both End Customers and Distributors. 
• Strong understanding of Customer care processes and systems
• Excellent leadership and influence skills, able to bring vision to a group and across departments by showing a strong customer service mindset 
• Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
• Language: English & Arabic a must
• Location: Riyadh, Saudi Arabia
• Relocation availability: No budget available for relocation, willing candidate will have to self-fund this.

Leadership Behaviors Required

• LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.
• CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.
• SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.
• LEAD: Create an environment where leadership and talent development is top priority.
• DELIVER : Deliver results by inspiring and mobilizing people and teams.

Leadership Profile

• Strong communication & interpersonal skills
• Strong analytical and problem-solving skills

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/.

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