Job title Customer service associate Function Customer Management Sub function Customer Service Operations Category Analyst, Customer Service Operations (P4 & E24) Location Cairo, Egypt; Beirut, Egypt Date posted Feb 07 2025 Requisition number 2506231935W Share
Description
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are
personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more
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Summary of the job:
The main task of the Customer Service representative is to manage the end-to-end distributor claims with stakeholders to drive process improvement, cost-efficiencies and customer satisfaction.
Duties & Responsibilities
Act as a link between all stakeholders for resolving claims, managing the E2E process Receive claims from customers and enter them into S-Case management tool in a timely manner, making all necessary integrity and quality checks. Monthly Customer SOA reconciliation. Maintain and build strong working relationship with distributors, respond fast and reliably to their questions and claims. Apply knowledge of the relevant SAP functionalities. Manage Claims Automation projects. Fulfill all Audit requirement. Fulfill Company SOX controls. Working with external and Internal Stakeholders to find a solution for Disputed cases. Working closely with Supply Chain department for order to Invoice process. Order creation in SAP once received from counterpart in supply chain. Make any required changes in orders when needed. Working with Invoice to Cash department for orders credit release process. Working with supply chain master data team in setting up any new material code in SAP, for new price setting. Responsible for listing and or delisting any product in SAP. Run SAP reports that can support in order invoicing process. · Responsible on SAP invoicing process and sharing the invoices with the shipping team for shipment execution process. · Raising tender contracts for orders creation. · Sharing invoices with distributors. · Raising a new price setup request for Supply chain master data team.
Main performance measures (Performance Goals)
· Claims Resolutions. · Number of credit notes issued. · Number of claims logged. · Claim resolution cycle time. · Customer Satisfaction. · Percentage of overdue claims value versus total received claims per distributor on a monthly basis. · Percentage of non-solved disputed cases versus total disputed case on a monthly basis. · Order creation within 2 working days from receiving form Supply chain team. · Run invoicing reports to issue the ready invoice twice/three times per day. · Raising products new price request to Supply chain within 24 hours.
Qualifications
Education: University degree Experience:- 2 years’ experience, preferably in Customer Service; Experience from a multi-national or regional company in Pharma / Medical industry
Language: English, Arabic Location: Cairo Technical/Functional skills:- Experience working with quantitative & qualitative numbers and creating reports Experience in SAP Expert in Excel Excellent Oral communication skills Written Communication Skills – Clear and concise Attention to details and thoroughness Managing complexity Using Own Initiative Organizational Skills Stress Management Empathy Hard worker, smart. Proven Problem solving skill.
Equal Opportunity Statement
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Customer Management - Customer Service Operations Bogotá, Colombia Customer Management - Non-Technical Customer Service Yongsan-gu, Korea, Republic of Customer Management - Customer Service Operations Prague, Czech Republic- 基本信息：姓名、生日、民族、性别、国籍、照片；
Basic Information: Name, Birthday, Ethnicity, Gender, Nationality, Headshot;
- 联系信息：住址、电话号码、电子邮件地址；
Contact Information: Address, Phone Number, Email;
- 教育工作信息：职业、职位、工作单位、工作经验、教育背景、学历、学位、培训记录。
Academic & Professional Information: Occupation, Position, Employer, Work Experience, Educational Background, Degree, Training Records.
鉴于强生全球集团业务的全球化经营性质，当您向强生中国应聘职位时，强生中国会按照《应聘者隐私政策》所述情形，向境外接收方及其经授权的第三方提供您的个人信息，包括但不限于：
Due to the global nature of the operation of Johnson & Johnson Family of Companies, in the course of processing your application with J&J China, J&J China may provide your personal information to the overseas recipient and authorized third parties in accordance with J&J’s Careers Privacy Policy, including but not limited to:
除强生中国或法律特别要求外，请您避免在您的申请中提交可能会被视为敏感个人信息的信息，即生物识别、宗教信仰、特定身份、医疗健康、金融账户、行踪轨迹，以及不满十四周岁未成年人的信息等一旦遭遇泄露或非法使用，容易导致人格尊严受到侵害或者人身、财产安全受到危害的个人信息。
Except as specifically requested by J&J China or legally required, please avoid submitting information in your application which may be deemed as sensitive personal information, which includes biometrics, religious belief, specific identity, medical health, financial accounts, whereabouts, as well as information of minors under the age of fourteen (14), and other information that the breach or illegal use of which may easily lead to the infringement of an individual’s personal dignity or harm to personal or property safety.
前述境外接收方为：美国强生公司（Johnson & Johnson Services, Inc.），其联系方式为：美国新泽西州新不伦瑞克市强生广场一号。
The overseas recipient is Johnson & Johnson Services, Inc., which can be contacted at One Johnson & Johnson Plaza, New Brunswick, New Jersey 08933, U.S.
境外接收方将按照如下目的和方式处理您的个人信息。
The overseas recipient will process your personal information in accordance with the following purpose and method:
处理目的：根据强生全球集团“统一人力资源（One HR）”原则，对人才招募进行全球统一管理，具体请参见《应聘者隐私政策》中“我们收集此类个人信息的原因”部分。
Processing Purpose: Conduct talent acquisition management globally following the One HR principle of the Johnson & Johnson Family of Companies, as described in the “Reasons We Collect This Information” section of J&J’s Careers Privacy Policy.
处理方式：通过统一流程和全球互联应用实现对人才招募的统一管理，涉及存储、使用、加工、传输、删除已出境个人信息。境外接收方将采取适当的管理和技术措施保障出境个人信息的机密性、完整性和可用性，并将在完成上述目的最小必要范围内保存出境个人信息。
Processing Method: Conduct talent acquisition management through the unified process and globally connected applications, including storage, use, handling, transmission, and deletion of provided personal information. Overseas recipients will apply appropriate managerial and technical measures to ensure the confidentiality, integrity, and availability of the provided personal information and shall store such personal information to the minimum extent necessary to complete the above purposes.
您可以通过chinaprivacy@its.jnj.com联系强生中国公司的个人信息保护官以向境外接收方行使您享有的相关权利，包括要求访问、更正、复制或删除您的个人信息。
You may contact the Personal Information Protection Officer of the J&J China at chinaprivacy@its.jnj.com to exercise your relevant rights to the overseas recipient, including access, correct, copy, or delete your personal information.
鉴于强生全球集团业务的全球化经营性质，当您向强生中国 应聘职位时，强生中国会向境外接收方及其经授权的第三方提供您的个人信息。具体而言：
境外接收方的名称和联系方式
美国强生公司（Johnson & Johnson Services, Inc.）
联系方式：1-800-458-1653
境外接收方处理个人信息的目的
根据强生全球集团“统一人力资源（One HR）”原则，对人才招募进行全球统一管理，具体请参见《应聘者隐私政策》中“我们收集此类个人信息的原因”部分。
境外接收方处理个人信息的方式
通过统一流程和全球互联应用实现对人才招募的统一管理，涉及存储、使用、加工、传输、删除已出境个人信息。境外接收方将采取适当的管理和技术措施保障出境个人信息的机密性、完整性和可用性，并将在完成上述目的最小必要范围内保存出境个人信息。
向境外提供的个人信息种类
基本信息：姓名、生日、民族、性别、国籍、照片；
联系信息：住址、电话号码、电子邮件地址；
教育工作信息：职业、职位、工作单位、工作经验、教育背景、学历、学位、培训记录。
个人行使权利的方式
您可以通过chinaprivacy@its.jnj
