Bilingual Customer Logistics Representative - 12-month contract

Job description

Job Description

Requisition ID: 1739180910

Johnson & Johnson Medical Devices Companies (JJMDC) is one of the largest and most diversified medical devices businesses in Canada and around the globe. The company will offer unparalleled exposure to product lines as diverse as joint reconstruction, trauma, spine as well as medical devices for minimally invasive and open surgical procedures, devices for women's health, infection prevention and control and cardiovascular & neurovascular diagnostics and treatment.

The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations perspective. You will have direct responsibility for delivering superior customer experience to an assigned portfolio of accounts within a territory. You will manage the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting. You will operate at a strategic level and leverage business analytics to influence customer collaboration. The CLR is also responsible to engage with internal partners to provide resolution to customer complaints.

The Customer Logistics Representative will monitor key performance indicators (KPI's) to track progress of the efficiencies and the value-added offered to the customers. The CLR collaborates intensively cross functionally with Distribution, Transportation, Sales and Marketing, and Planning.

The Customer Logistics department is responsible to execute under very specific compliance guidelines; this could be related to Health Care or Financial regulations; therefore, you will work within controlled processes to ensure a safe and compliant supply chain.

Major Responsibilities:

Value Add:

Through the tactical operations you will seek to deliver benefit to our customers
The main objective is to build and maintain a strong and productive relationship with your assigned customers
You will actively seek to build further collaboration with existing customers to achieve;
•An increase of the number of orders sent electronically to Johnson & Johnson
•A reduction of errors that occur for customers submitting already electronic orders
•A decrease of the number of corrective documents (Credits/Debits and Returns)
•A reduction of the cycle time of Credit / Debit issuance
•You will act as an internal representative of the customer and will search for the optimized balance between Johnson & Jonson capabilities/controls and customer expectations
•Utilize available information and reporting to measure efficiencies within the assigned customer portfolio

Tactical:

•Enter orders in the system for customers belonging to the regional portfolio; orders are received via Phone, Fax or email
•Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments
•Respond to inquiries from internal and external customers via phone or email; inquiries may be related to backorders, order status, order amendments, among others
•Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing
•Ensure that orders are processed in a timely manner; therefore you will be required to collaborate with Supply Planning Distribution and Transportation
•Ensure all activities are executed according to internal Standard Operating Procedures (SOP's), Work Instructions (WI) to guarantee a compliant supply chain
•Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion
•Initiate complaint investigation and if applicable, initiate the process to issue Credit / Debit
•Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them
•Provide support and coordinate with the rest of the team while other peers are out of office

Process & Projects, Data and Analysis:

•Function as a subject matter expert on all assigned Customer Experience processes
•Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team
•Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan

Desired profile

Qualifications

•Strong interpersonal, teamwork and communication skills
•A minimum of 2 years' work experience in a customer-facing role within the healthcare industry
•Must possess a high sense of accountability and ownership
•Bilingual skills: excellent command of English and French languages
•Strong time management and analytical skills

Technical competency requirements:

•Strong proficiency with MS Office applications
•Experience with ERP systems required, SAP preferred
•Experience and exposure to different areas of supply chain an asset
•University Degree or equivalent professional experience

Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.

Primary Location
Canada-Ontario-Markham
Organization
Johnson & Johnson Inc. (7695)
Job Function
Customer Service
Requisition ID
1739180910