The Johnson & Johnson Medical Devices Companies have been working to make surgery better for more than a century. With substantial breadth and depth in surgical technologies, orthopedic and interventional solutions, we aspire to improve and enhance medical care for people worldwide. Together, we are working to shape the future of health through differentiated products and services.

The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations' perspective. The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory. The incumbent manages the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting. It is also required to operate at a strategic level and use business analytics to influence customer collaboration. The CLR is also responsible to engage with internal partners, providing resolution to customer complaints.

The Customer Logistics Representative will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value-added services offered to the customers. The CLR collaborates extensively with Distribution, Transportation, Sales and Marketing, and Planning.

CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Responsibilities:

The Customer Logistics Representative will seek to deliver value to our customers and build and maintain strong working relationships with their assigned customers and internal business partners. The CLR actively seeks to build further collaboration with existing customers to achieve:

An increase in the number of orders sent electronically to Johnson & Johnson

A reduction in errors that occur for customers submitting already electronic orders

A decrease in the number of corrective documents (Credits/Debits and Returns)

A reduction in the cycle time of Credit / Debit issuance

CLR will act as an internal representation of the customer and will search for the optimized balance between Johnson & Johnson capabilities/controls and customer expectations

Utilize available information and reporting to measure efficiencies within the assigned customer portfolio

Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.

Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.

Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.

Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.

Ensure that orders are processed in a timely manner, often in collaboration with Supply Planning, Distribution and Transportation.

Ensure all activities are executed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI) to guarantee a compliant supply chain.

Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.

Initiate the investigation as a result of a complaint, and if applicable, initiate the process to issue Credit / Debit.

Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.

Provide support and coordinate with the rest of the team while other peers are out of office.

Function as a subject matter expert on all assigned Customer Experience processes

Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team

Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Qualifications

Post secondary education is required. University degree is a strong asset. Bachelors or any equivalent combination of education and experience that provides the required knowledge, skills and abilities

At least 2 years demonstrated experience in a customer facing role is preferred.

Strong interpersonal, collaboration and communication skills is required.

Self-starter, highly motivated individual with strong organizational skills is required.

Strong written and verbal communication skills. Bilingualism (English and French) is required.

Strong proficiency with MS Office applications

Ability to adapt to change, attention to detail and being able to effectively multi-task is required.

Strong analytic skills & Technical knowledge in a variety of areas. Experience in ERP systems a must, SAP is preferred.

Strong time leadership skills and the ability to be self-driven is required.

Experience /exposure on other areas of Customer Supply Chain is preferred.

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of full COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work