Customer Service Representative

Customer Service Representative (with Dutch and French)

Location: Paris, France (alternatively: Amersfoort, Netherlands)

Job Purpose

A front-line communicator, processing inbound and outbound orders, enquiries, complaints, and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programmes.

Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a first contact resolution and complete ownership of the customer experience.

**Responsibilities**:

- Maintain SLA’s & EMEA Metrics (including KPIs associated with role)
- Manage manual process for failed orders for EDI and eCommerce failures
- Manage & Implement Automation through EDI and eCommerce working with Internal partners
- Credit & Debit Note Management
- New Account & Amendment Management
- Returns Management
- Support internal & Business Improvement initiatives
- Maintain product, system & commercial knowledge to handle customer relationships
- Recall Management
- Outbound calling
- Support Commercial Partners

**Qualifications**:
Knowledge / Experience / Skills

Essential:

- Native level skills / proficiency in Dutch, as primary job language, and French as secondary, are required
- English language capability is also necessary
- Experience of working in a Customer Service role
- Customer service orientation, able to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered
- Self-motivated, committed team player
- Effective Communication skills, both written and verbal
- Proactive approach to problem solving/complaint handling
- Good computer skills including data input (Knowledge of Customer Relationship Management systems would be useful)
- Able to work well under pressure and work in a fast-paced and busy environment
- Organisational, numerical, and administrative skills

Desirable
- Knowledge / Proficiency of SAP
- Proficiency in Microsoft Office
- Additional EMEA language capability
- Understanding of the Eye Care Profession (ECP), or experience of working with ECP’s advantageous

What type of mark will YOU make?

By joining Johnson & Johnson you will find boundless opportunities to craft your path & amplify your impact inside & outside our walls. And with our commitment to be the world’s healthiest workforce you can strengthen your body as well and your mind.

What’s in it for YOU?

It’s vital to us that you feel you can bring your whole self to work; at J&J we provide an environment for you to fulfil your career aspirations as well as promoting your physical and mental wellbeing. You will receive a competitive wage and benefits package as well as benefits that can be tailored to what is valuable to you throughout different stages of your life.

Examples of this include online Digital GP, private healthcare, Retail Vouchers, Discounted & Subsidised Gym memberships and you can get to support community projects as part of our global Corporate Social Responsibility programme.

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences

That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”