Customer Service Coordinator

hace 2 semanas

Ciudad de México Johnson & Johnson A tiempo completo

**CUSTOMER SERVICE COORDINATOR**

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.

Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.

At Johnson & Johnson Medical Devices Companies, we are using our breadth, scale, and experience to reimagine the way healthcare is delivered and to help people live longer, healthier lives.

In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopedics, and interventional solutions with the big ideas of others to design and deliver doctor and patient-centric products and solutions.

We are in this for life.

We are changing the trajectory of human health, YOU CAN TOO.

**We are searching for the best talent for Customer Service Coordinator to be in CDMX.**

**Purpose**:Responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing because of the coordination of the customer service analysts. This position will be participating in some strategic process to develop the time, as well.

**You will be responsible for**:

- Supervise day-to-day activities of customer service team, support team by defining priorities and escalation process
- Ensure customer billing requirements are documented and updated by analysts
- Elaborates and maintains RACI matrix to clarify roles & responsibilities according to business needs
- Use innovative problem solving and critical thinking to proactively solve customer complaints and provide accurate and timely responses
- Proactively detect operational disruptions and executes action plans to mitigate business impact
- Execute process improvement initiatives according to business priorities
- Implement SLAs for order processing and billing accuracy
- Prepares non-routine reports relevant to the department
- Train all dep. Employee in Operational Standards

**Qualifications** Qualifications and requirements**:

- College / University degree or Equivalent. (Engineering degree is preferable).
- English (Medium - Advanced).
- 3 years of experience in similar positions.
- Customer service experience, logistics experience, Order to Cash process knowledge.
- Experience in SAP (including distribution modules), intermediate Excel, knowledge in Power BI.
- Process oriented with an unrelenting drive for continuous improvement.
- Customer
- Centric mindset.
- Strong collaboration and communication skills and able to influence without authority.
- Experience in Healthcare and/or Medical Devices industry

**Primary Location**
Mexico-Distrito Federal-Mexico City
- **Organization**
Johnson & Johnson Medical Mexico, SA de CV (8304)

**Job Function**
Operations

**Requisition ID**
2206087616W

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