Duties & Responsibilities
- Process orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
- Investigate and resolve customer complaints regarding billing, shipping delays and products.
- Respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
- Generate non-routine correspondence to secure additional customer information or resolve customer disputes. Serves as liaison with sales, marketing, logistics, supply chain and regulatory personnel to handle customer inquiries and complaints.
- Solicit and supervise customer feedback.
- Conduct customer surveys.
- Analyze and report on results.
- Place orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
- Represent entire Supply Chain in front of the customer.
Main performance measures (Performance Goals)
- Perform regular calls and meetings with Customers. Send related files, minutes of meeting and following up on related action points.
- Promote the usage of J&J Customer Connect portal to Customers (internal & external)
- Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
- Reply to all inquiries in a timely manner.
- Supply to achieving Voice of Customer targets.
- Contribute to achieving OTIF targets.
- Clear customer Claims & Debit Notes on a timely basis.
- Help reduce aging orders and backorder.
- Perform and perform reconciliations with Suppliers.
- Lead Individual projects assigned.
- Education: Relevant Bachelor’s degree, or equivalent combination of education and experience
- Years of Experience: Min 2-3 years of previous customer-facing supply chain role in a large organization
- Experience in Supply Chain and the Healthcare industry or Consumer Industry
- Language: English & Arabic a requirement
Technical/Functional Skills Required
- Accuracy and attention to detail required
- Good MS Office skills required, including strong Excel skills
- End to end attitude
- Strong communication & interpersonal skills
- Strong analytical and problem-solving skills
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