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 https://www.jnj.com
Job Function:
Customer ManagementJob Sub Function:
Non-Technical Customer ServiceJob Category:
Business Enablement/SupportAll Job Posting Locations:
Dublin, Ireland, Madrid, SpainJob Description:
About Vision
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
We are searching for the best talent for a Customer Service Coordinator, IBERIA market role to be in Dublin, Ireland or Madrid, Spain.
As part of the Operations team, this role will support Co-ordination of the CAR, Refractive and Corneal businesses for their specified markets, and work closely with the Customer Service Training Department on all training related processes. This SME is also responsible for developing best practice processes, continuous improvement, and provide mentoring and training to team members. Adheres to environmental policy, procedures, and supports department environmental objectives.
As a Customer Service Coordinator, you will:
Coaching and Training:
Coordinators are responsible for ensuring that training for both new hires and existing employees is efficiently completed, as per EAMSOP06.11 Customer Support and CS Export Certification Programme, CS training quality objectives and CS training KPIs. To ensure compliance to the above, and to all the CS training SOPs, coordinators report on a dotted line to the CS Training Manager.
Prepare new hire training schedule and deliver training for:
Market specifics
One to one training
Internal move of employees
Training assessment:
Responsible for assigning online tests following trainings delivered by coordinators.
Responsible for improving any areas highlighted in training evaluation reports and assessments scores for all trainings delivered by the coordinators, when CS Training Dept targets are not reached, as specified in the Quality objectives.
Perform and report training audits as agreed with CS training manager.
Coaching:
Hold monthly one to one meetings with all employees, discuss training gaps, and take actions to close the gaps. (Online training, classroom training, self-study etc.).
Update supervisor on actions.
Organise cross training sessions.
Quality:
Work with CS training Manager to prepare for internal/external audits.
Ongoing maintenance of Bulletins & Information folders.
Ensure that correct revisions of all controlled documents are in use within the team.
Propose and develop process improvements- work with supervisor and local markets to promote best practices.
Attend regular meetings with CS Training Department to agree on tasks and priorities.
Business/Team support:
Overview of daily/ Weekly/ Monthly reports.
Oversees month end, quarter and year end activities.
Daily monitoring of team workload to ensure on time processing, and phone line coverage.
Provide support to the team as queries arise/ act as escalation point for team and other departments.
Attend huddles with other departments as required.
Involvement in project/testing.
Back up to CS when required and requested by Supervisor.
Qualifications/Requirements:
Third level qualification in business, management, supply chain or related discipline
Relevant experience in a customer service role or similar
Experience in MedTech or Pharmaceutical industry is an advantage
Microsoft Office Suite proficiency to Intermediate level, including good keyboarding skills (+ 35 wpm).
SAP knowledge is essential.
Fluent in English, Spanish is essential and Portuguese an advantage.
Travel may be required
Ability to train/coach and be a good team player
Excellent interpersonal and communication skills
Excellent problem-solving skills+ continuous improvement focus
Detail orientated and customer focused
Excellent initiative and result orientated
At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.
Here’s what you can expect:
Application review: We’ll carefully review your CV to see how your skills and experience align with the role.
Getting to know you: If there’s a good match, you’ll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.
Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.
Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.
Finally, at the end of the process, we’ll invite you to share feedback in a short survey — your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We’re excited to learn more about you and wish you the best of luck in the process! #RPOEMEA
#LI-Onsite
Required Skills:
Customer-Focused, Customer Service Management, Organizing, Problem-Solving StrategiesPreferred Skills:
Communication, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Report Writing, Self-Service Tools, Service Request Management, Training Administration
