Customer Service Representative - Depuy Synthes Job

Job description

Customer Service Representative
- Depuy Synthes-1500043760WDescriptionJohnson & Johnson is the world's most diversified health care company; we understand that human health and the health of our planet are interconnected. We also believe that employees who are valued, respected and treated fairly bring dedication to their work and make important contributions. The Johnson & Johnson Family of Companies is comprised of more than 250 operating companies in 57 countries employing 117,000 people. Our companies develop and market products in three business segments: CONSUMER, MEDICAL DEVICES & DIAGNOSTICS & PHARMACEUTICALS.Depuy Synthes is part of Johnson & Johnson, the largest, most innovative and comprehensive orthopaedic and neurological business in the world. DePuy Synthes offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials.
We are seeking a Customer Service Representative to be based in our Leeds office.
Job purpose:The Customer Service Representative is responsible for providing excellent customer and sales support over the telephone, for all customers contacting the Customer Service Department. To assist in the growth and retention of company sales by meeting effective performance targets and maximise the benefit and opportunities derived from excellent Customer relationships.
Principal Accountabilities:Manage telephone enquiries through to a satisfactory resolutionProcess customer orders with accuracy, and following correct proceduresEstablish and promote customer relationship building, providing customer focus and feedback to the established management groupsAssist in the development of a working environment for his/her team that fosters commitment, high energy, innovation, teamwork, customer dedication and continuous improvement.
Provide excellent service at every interactionQualificationsExperience:Essential:Excellent communication skills, both verbal and written, well organised, numerateDemonstrable interpersonal skillsProven ability to establish and grow customer relationships over the telephoneA self motivated, committed team playerTakes initiative / ownershipPersuasive and mature approachPotential to developE-literate and a general technical aptitudePositive approach to problem solving – solution orientatedPreferred:Educated to A level standard and or NVQ level 3Relevant experience in Customer Services, principally in telephone work, with a Customer first mind set.
Proficient in basic computer packages (Word, Excel & Outlook)Able to work well in a pressurised and demanding environmentPositively support LEAN, 6S, process excellence / improvementsCustomer focused & goal orientatedTakes personal responsibility for decisions and delivering resultsWorking knowledge of SiebelSupport and Guidance:The Customer Service Team consists of 43 employees:Customer Service Representative (CSR) – Customer Service UK : Receiving telephone calls from customers (internal or external to J&J) regarding orders, quotes, or general queries and to provide support through specialist knowledge for specific Business Units. Receiving email/fax/postal requests from customers (internal or external to J&J) regarding orders, quotes, returns or general queries.
Senior Customer Service Representative (SCSR) – General duties of CSR with added responsibilities as designated by Team Leaders e.g. invoicing, Compliance review documents,Team Leader/Coordinator : Responsible for managing the team of Customer Service Representatives, ensuring the provision of excellence in customer service, whilst supporting and developing the team to meet performance targetsThe team recieves over 78,000 calls per annum, and support the processing of 156,000 telephone/paper orders, which account for sales of in excess of £200m across franchises within DePuy Synthes.
EHS:Responsible for their own and others health and safety, and should report any unsafe condition as soon as possible so that preventative or corrective action can be taken.
Should cooperate with their employer on all aspects of health and safety, and assist them in discharging their legal duties.
Should not intentionally interfere with, misuse or damage any equipment provided in the interests of health and safety.
Primary Location:Europe/Middle East/Africa-United Kingdom-England-LeedsOrganization: Johnson & Johnson Medical Ltd.
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