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 at jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer ManagementJob Sub Function:
Non-Technical Customer ServiceJob Category:
ProfessionalAll Job Posting Locations:
Cairo, EgyptJob Description:
Role Overview:
The Customer Service Associate will report directly to the Customer Service Manager. This role will manage Order-to-Invoice (OTI) process, ensuring customer orders are processed accurately, timely and efficiently from order receipt until invoice generation. This role will also manage the end-to-end distributor claims with stakeholders to drive process improvement, cost-efficiencies and customer satisfaction.
Major Responsibilities:
- 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.
- Raising tender contracts for orders creation.
- Sharing invoices with distributors.
- Responsible on SAP invoicing process and sharing the invoices with the shipping team for shipment execution process.
- Raising a new price setup request for Supply chain master data team.
- 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.
- Month end closing for the accruals.
- Maintain and build strong working relationships with distributors, respond fast and reliably to their questions and claims.
- Manage Claims Automation projects.
- Working with external and Internal Stakeholders to find a solution for Disputed cases.
- Apply knowledge of the relevant SAP functionalities.
- Fulfill all Audit requirements.
- Fulfill Company SOX controls.
- Monthly Customer SOA reconciliation.
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 versus total received claims per distributor monthly.
- Percentage of non-solved disputed cases versus total disputed case monthly.
- Order creation within 2 working days from receiving from Supply chain team.
- Run invoice reports to issue the ready invoice twice/three times per day.
- Raising products new price request to Supply chain within 24 hours.
- Experience working with quantitative & qualitative numbers and creating reports
- Experience in SAP
- Expert in Excel
- Excellent communication skills, with clear and concise written communication skills.
- Attention to details and thoroughness
- Managing complexity
- Using Own Initiative
- Strong organizational and execution skills
- Stress Management
- Empathy
- Collaborative team player, committed to strong partnerships and collective success.
Experience Required:
minimum 3 Years’ experience
Education: Bachelor Degree of Business or equivalent.
- Experience in Supply Chain and finance is a plus.·
- Stakeholder collaboration: Strong ability to build and maintain effective partnerships with internal and external senior stakeholders.
- Language: English, Arabic.
- Department & Location: Regional Demand & Supply, Emerging Markets Cairo, Egypt
- Relocation availability: No
- Reports to: Customer service Manager for MEWA region.
- Main Interactions within the organization: Supply Chain with all its different functions Finance, Commercial Operations and Value ChainCompliance / Quality
- Leadership Behaviors Required:Guided by our Credo and Purpose, lead with a C.E.O. mindset — Compete, Execute, Optimize — to elevate performance and deliver impact for patients, customers, and teams. Be the C.E.O. of your own work: take ownership, make decisions, and act with accountability.
- Credo: Commitment to Our Credo means embodying its principles in every decision and action.
- Ø Lead by creating the right environment to enable prioritization and achieve organizational outcomes
- Ø Develop people through providing actionable and objective feedback and supporting learning and development opportunities
- Ø Cultivate a workplace where every employee feels a profound sense of belonging and is empowered to thrive Compete: Strive to win with integrity. Focus on what matters most, set stretch goals, and prioritize the levers that drive real business impact always with responsibility and compliance. Bring the voice of the customer and patient into everything you do. Execute: Deliver with discipline. Be clear on ownership, act with urgency, and use transparent scorecards to track progress. Focus on solving problems, not storytelling.Optimize: Improve how we work. Prioritize and simplify where it makes sense, learn continuously, and lead inclusively to build a culture of belonging. Give honest, ongoing and direct feedback — be J&J Direct.
Required Skills:
Preferred Skills:
Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management