J&J Family of Companies Bilingual Customer Service Representative - GTA - AMO Canada Company Inc. in Toronto, Ontario
Bilingual Customer Service Representative - GTA - AMO Canada Company Inc. - 2206089153W
Johnson & Johnson Vision, a member of Johnson & Johnson's Family of Companies, is seeking a Bilingual Customer Service Representative for 12-month contract. This role is based in Markham, Ontario.
Johnson & Johnson Vision is committed to improving and restoring sight for patients worldwide. Since debuting the world’s first disposable soft contact lens in 1987, it has been helping patients see better through their world-leading ACUVUE® Brand Contact Lenses. In 2017, J&J expanded into cataract surgery, laser refractive surgery (LASIK) and consumer eye health and now serves more than 60 million patients a day across 103 countries with its eye health portfolio.
The Bilingual Customer Service Representative (CSR) is the owner of the customer relationship from an operations perspective. You will have direct responsibility for delivering a superior customer experience to an assigned list of accounts/region. You will be responsible for the execution of processes such as customer order intake, order management, order follow-up and troubleshooting. It is also required to operate at a strategic level and demonstrate business analytics to influence customer collaboration. The CSR is also responsible to engage with internal partners to provide resolution to customer complaints.
The Customer Service Representative will collaborate cross functionally with Distribution, Transportation, Sales and Marketing, and Planning.
Process all customer orders received via phone, fax, email or EDI accurately and promptly upon receipt. Customer data must be validated at time of order for pricing, terms, exceptions, and any special shipping requirements. Orders must be processed from entry through shipment and invoicing.
Perform all others task as it relates to department operating systems. The CSR may be assigned progressively challenging tasks to promote personal development.
CSR to ensure that all customer queries, (internal and external) on product quality, availability, substitutions, inventory and order status, pricing, billing, invoicing and traffic carrier concerns are resolved satisfactorily and timely.
Assist the sales team with account inquiries and problems.
Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information and related paperwork.
Follow policies and procedures and ensuring they are understood and adhered to.
Interacts with internal and external customers by responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented.
Provide recommendation and alternatives on business improvement processes.
Assist with team initiatives as required.
- Post-secondary diploma or any equivalent combination of education and experience that provides the required knowledge, skills and abilities.
1-2 years of demonstrated customer service experience is a requirement.
Effective written and oral communication skills in English and French is required.
Experience working in a customer service team environment with strong time management skills with the ability of meeting deadlines and prioritizing tasks.
Work with minimal supervision while exercising good judgment and effective work habits.
Proficiency with MS Office applications. Strong typing skills (speed and accuracy)
Knowledge of SAP is an asset.
Excellent analytical and organizational skills.
Ability to develop effective rapport with other teams and work cross-functionally.
Must be self-motivated, have a keen attention to detail with effective process improvement and problem-solving skills.
Knowledge and experience in medical device products would be an asset.
Must be willing to work in a fast-paced environment and manage complex issues with a sense of urgency.
Telecommunications experience desirable.
At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of full COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .
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 to have the opportunity to achieve their potential.
Primary Location NA-CA-Ontario-Markham
Other Locations NA-CA-Ontario-Toronto
Organization AMO Canada Company (7037)
Job Function Customer Service
Req ID: 2206089153W