Customer Service Representative - Shockwave

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:

Business Enablement/Support

All Job Posting Locations:

Diegem, Flemish Brabant, Belgium

Job Description:

Johnson & Johnson is recruiting for Shockwave Medical Inc. a Customer Service Representative - Shockwave, to be located in Belgium.

AboutMedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Ready to join a team that’s pioneering the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease? Our Shockwave Medical portfolio aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

Position Overview

In this role you will provide professional support for our field sales representatives and clinical specialists through our European distribution centre, as well as customers across the globe, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. As needed, the ideal candidate will provide Customer Services support within international markets including Europe, Middle East, and Asia. You will be working hand-in-hand with the Customer Service International Team members to provide a positive experience for Shockwave Medical customers and the Shockwave Medical sales teams.

 

High Level Responsibilities:

• Assist Customers with any request

• Review, process and confirm orders

• Coordinate shipping requirements with Logistics partners

• Provide customers with specific documentation where required

• Follow up with customers and/or sales teams in the event of issues

• Monitor deliveries and follow up with logistics partner on issues

• Monitor Consignment stock accounts and handle discrepancies investigations and resolutions

• Follow up with customers on pending POs

• Receipt orders and create invoices on EDI platforms

• Monitor invoice requirements and issues resolution

• Fulfill applicable approval process for invoice corrections

• Support finance with credit collection, invoice disputes and communication to customers

• Report customer feedback and complaints to appropriate departments

• Support product returns to manufacturing site and coordinate product replacement

• Coordinate Demo material shipments

• Maintain Customer Database up to date

• Back up International Customer Service Colleagues (might imply working on a bank day)

• Work closely with US counterpart, finance, sales, marketing, quality, regulatory and operations teams as needed

• Support any project or task required by the line manager

• Ensure general administrative duties are met

Requirements:

• Bachelors degree or equivalent

• 3+ years experience in the Customer Services or Sales support equivalent functions

• Speaks/writes/reads English and French fluently. Knowledge of German, Spanish, Italian or Portuguese is a plus.

• Proficient use of Microsoft Word, Excel, Outlook

• Knowledge of ORACLE is a plus

• Knowledge of Sales Force is a plus

• People Orientated: Strong verbal and written communication skills with a high concern for relationships, to support Shockwave customer service providers, customers and sales/clinical representatives

• Integrity: places high value on being consistently honest, trustworthy, and ethical

• Flexible: adjusts quickly and easily to new situations, process changes, variety of tasks

• Service Orientated: strong desire to meet external and internal customer needs and be helpful towards them

• Organized: ability to set priorities and finish the tasks within timeline

The anticipated base pay range for this position is 41.300,00 EUR – 65.895,00 EUR.

** Please note - A pre-identified candidate for consideration has been identified. However, all applications will be considered **

 

 

Required Skills:

 

 

Preferred Skills:

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management

  

 

The anticipated base pay range for this position is:

€41.300,00 - €65.895,00

 

 

Benefits:

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

 

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.