DePuy Synthes Analyst, Order Management

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 Management Job Sub Function: Customer Service Operations Job Category: Professional All Job Posting Locations: Bogotá, Distrito Capital, Colombia Job Description:

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.   Analyst, Order Management    The Customer Service Analyst position is responsible for providing superior customer service to internal stakeholders and external customers, in a professional, timely and self-directed manner.  The key activities include order creation, inquiry management and supporting customer and stakeholder relationships.      You will follow procedures and guidelines in support of your day-to-day duties. Strong collaboration, adaptability and time-management skills are critical for this role.

This role has direct interaction with our customers - and -stakeholders -.  All interactions with our customers are to be handled in a professional, helpful, and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.     Daily activities include:    Process and respond to incoming interactions, order requests and inquiries from customers across multiple channels (e-mail, voice, chat or any other channel used) in compliance to department Standard Operating Procedures (SOP), Work instructions (WI), and SOX requirements.  Responsible for both routine and more complex inquiry/service management to achieve a “closed loop” resolution process for the customer, striving for first interaction resolution.   Initiate and implement process improvements and projects.  Adhere to quality control processes and quality guidelines.  Think and communicate cross-functionally to investigate and resolve exceptions promptly and accurately including any necessary coordination with other departments.  Follow-up with customers as required, in a self-directed manner.  Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Services organization in support of exceptional customer experience (e.g., Average Handle time, email/interaction quality, compliance, schedule adherence, etc.)   Remain current with and apply internal and operating companies’ policies & procedures.  Engage in ongoing