Customer Service Specialist

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: Non-Technical Customer Service Job Category: Professional All Job Posting Locations: Prague, Czechia Job Description: General Information Job title: Customer Service Specialist with German (2-year Fixed Term maternity replacement) Reporting to: Customer Service Supervisor Functional group: Customer Service (Deliver) Direct reports (job titles): N/A Dotted line reports (job  titles): Customer Service Manager "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." Overall purpose of job: Customer service to MedTech countries in EMEA Primarily handling of returns, credits and debits for external and internal customers but can extend to responsibilities across customer service orders, returns and financial transactions Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centers and transport providers) Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment Good understanding of systems and processes to manage multiple tasks through  (Salesforce.com, SAP, JDE) with a high attention to detail Essential duties and responsibilities: Investigates, processes and resolves customer cases and for returns, credits and debits, ordering and other issues  regarding return reason types, credit and billing investigations / approvals and transactions to provide excellent customer service and experience Responds to customer inquiries regarding return requests, approvals,  changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers Process debits and credits on SAP and JDE system ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers Special Requirements: Fluency in German and English Other features of the job: Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA.Safe Fleet) On time reporting on spontaneous adverse events (AE) reports and quality complaints for all products Successfully complete all mandatory training on time   Job location: Prague, Czech