Date: Nov 5, 2013
Location: Piscataway, NJ, US
Johnson & Johnson companies are equal opportunity employers.
Casual Part Time (19.5 hrs.) Customer Service Associate (1 of 3)-2086131029
Description
Johnson & Johnson is currently recruiting for a Part time Customer Service Associate. This position will be located in located in Piscataway, New Jersey. This is a part time position - 19.5 hours.
Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.
This position is responsible for providing superior, front-line customer service (both internal and external) to our Medical Device & Diagnostic (MD&D) US Region Customers. The key activities include order creation and inquiry management for internal and external customers (hospitals, distributors, and Field Sales), and supporting customer relationships.
The Customer Service Associate is responsible for creating, entering and managing customer orders (via phone/fax or e-channels) from internal and/or external customers. Responsible for front-line inquiry/service complaint management. Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.). Responsible for making sure all work is in compliance to department SOPs and SOX. Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process. Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP. Notifies appropriate parties (e.g., CSR's, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate. Reviews order error and order hold reports and takes action based on need as instructed by SOP. Supports execution of marketing programs developed by all Franchise, conducts recall activities as appropriate and updates customer information in order management system as appropriate. Responsible for conducting UAT testing as needed and adhere to quality controls process and service quality guidelines.
The Customer Service Associate must be able to communicate cross-functionally to investigate research and resolve all exceptions and adjustments promptly and accurately, including any necessary coordination with other HCS departments and all required customer follow-up. Must be able to perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service Associate in support of exceptional customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the J&J Global Leadership Profile. Remain current with and apply internal and operating companies' policies & procedures. Contribute to and promote harmony, growth and teamwork within the Customer Support Service organization.
Qualifications
Minimum of high school diploma is required. Associates or Bachelors degree is preferred. A Minimum of 2 years Customer Service experience is required. Experience in a fast-paced, complex customer service environment such as Accounts Receivable and/or Collections is preferred. Strong organizational skills and attention to detail is required. Proficiency with Microsoft Word, Excel and Outlook is required. The ability to navigate through multiple systems efficiently is required. Strong analytical skills preferred. Must be willing and able to work part time between the hours of 8:00 AM - 6:30 PM (shift to be determined). Must be available to attend a seven week mandatory training class from 8:30 AM – 5:00 PM.
BE VITAL in your career, Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Primary Location:North America-United States-New Jersey-Piscataway
Organization: Johnson & Johnson HCS Inc. (6077)
Job Function: Customer Service
Certain sites within the Johnson & Johnson family of companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Nearest Major Market: New Jersey
Job Segments: Pharmacy, Part Time, Customer Service, Accounts Receivable, Logistics, Healthcare, Finance, Operations
Casual Part Time (19.5 hrs.) Customer Service Associate (1 of 3)-2086131029
Description
Johnson & Johnson is currently recruiting for a Part time Customer Service Associate. This position will be located in located in Piscataway, New Jersey. This is a part time position - 19.5 hours.
Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.
This position is responsible for providing superior, front-line customer service (both internal and external) to our Medical Device & Diagnostic (MD&D) US Region Customers. The key activities include order creation and inquiry management for internal and external customers (hospitals, distributors, and Field Sales), and supporting customer relationships.
The Customer Service Associate is responsible for creating, entering and managing customer orders (via phone/fax or e-channels) from internal and/or external customers. Responsible for front-line inquiry/service complaint management. Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.). Responsible for making sure all work is in compliance to department SOPs and SOX. Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process. Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP. Notifies appropriate parties (e.g., CSR's, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate. Reviews order error and order hold reports and takes action based on need as instructed by SOP. Supports execution of marketing programs developed by all Franchise, conducts recall activities as appropriate and updates customer information in order management system as appropriate. Responsible for conducting UAT testing as needed and adhere to quality controls process and service quality guidelines.
The Customer Service Associate must be able to communicate cross-functionally to investigate research and resolve all exceptions and adjustments promptly and accurately, including any necessary coordination with other HCS departments and all required customer follow-up. Must be able to perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service Associate in support of exceptional customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the J&J Global Leadership Profile. Remain current with and apply internal and operating companies' policies & procedures. Contribute to and promote harmony, growth and teamwork within the Customer Support Service organization.
Qualifications
Minimum of high school diploma is required. Associates or Bachelors degree is preferred. A Minimum of 2 years Customer Service experience is required. Experience in a fast-paced, complex customer service environment such as Accounts Receivable and/or Collections is preferred. Strong organizational skills and attention to detail is required. Proficiency with Microsoft Word, Excel and Outlook is required. The ability to navigate through multiple systems efficiently is required. Strong analytical skills preferred. Must be willing and able to work part time between the hours of 8:00 AM - 6:30 PM (shift to be determined). Must be available to attend a seven week mandatory training class from 8:30 AM – 5:00 PM.
BE VITAL in your career, Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Primary Location:North America-United States-New Jersey-Piscataway
Organization: Johnson & Johnson HCS Inc. (6077)
Job Function: Customer Service
Certain sites within the Johnson & Johnson family of companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Nearest Major Market: New Jersey
Job Segments: Pharmacy, Part Time, Customer Service, Accounts Receivable, Logistics, Healthcare, Finance, Operations
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