Customer Collaboration Specialist

Role Overview Customer Collaboration Specialist is responsible in implementing customer service strategies, maintain and enhance customer relationships and meet the organizational and operational objectives by ensuring customer satisfaction through effective management of the customer order processing function. Is accountable for timely response to Customer/ Customer Development/Sales team’s inquiries and resolving Order to Cash (OTC) process issues. Plan, co-ordinate and control the activities of the customer service team. General Roles and Responsibilities Ensuring the day-to-day order management activities are executed flawlessly and timely. Collects data and prepares routine reports for management review. Monitor Order to Cash process related activities for compliance to business procedures and workflows. Works closely with Commercial partners to measure customer satisfaction relating to ordering process and delivery arrangement. Acts as a liaison between J&J, Commercial team and 3PL to ensure that all queries are dealt with in a timely manner. Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements Ensure return & rejection management is carry out effectively. Responds to and resolves complex customer complaints. Actively notify management on the changing needs and recommends process changes to accommodate customer requirements. Ensure Customer Service activities are aligned with the total Supply Chain strategies Participate actively in alignment and adherent to business objectives, policies and procedures. Key Business Results Customer Service Warehouse & Distribution Cost Cost Improvement Qualifications Requirements: Degree Holder preferably in Business Management, Economics, International Studies, logistics, operational management. Minimum 2-3 years of working experience in “Order To Cash” (OTC) process Experience on Consumer business/SC operation Knowledgeable on Order Management Processing Basic understanding of warehouse operations Customer relation management Basic IT skills e.g. EDI-VMR, SAP, MS Office Mastery in MS Excel and analytics skills Excellent verbal and written communication skills Johnson & Johnson announced plans to separate our Consumer Health business to create a new publicly traded company. The process of the planned separation is anticipated to be completed within 24 months, and it will be subject to legal requirements 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 a new entity within New Consumer Health. Primary Location Philippines-National Capital-Manila- Organization Johnson & Johnson (Philippines) Inc. (8385) Job Function Operations Requisition ID 2206030099W