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Operations US Customer Advocate
JOB TITLE: US Customer Advocate
FUNCTION: Operations
SUB FUNCTION: Customer Service
LOCATION: Irvine, California, United States
DATE POSTED: Jan 19 2023
REQUISITION NUMBER: 2306101899W
DESCRIPTION AMO Sales and Services, Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for a US Customer Advocate (remote role). The Customer Advocate partners with Commercial Sales to serve our most important customers. The successful customer advocate will work to ensure the field sales organization can improve its time in the field engaging customers.
The position is part of a broader customer service organization group in the United States and the successful customer advocate will collaborate closely with colleagues to ensure orders and inquiries are handled according to the policy and in the most efficient and effective way.
Duties and Responsibilities:
The Customer Advocate acts as the single point of contact to key assigned customers, to meet their desired needs. They are responsible for a team-based approach in maintaining proactive, ongoing customer relationships, anticipating the customer's needs, and turning them into action.
Process all consumable product orders received via phone, e-mail, fax, and electronically. Promote Johnson & Johnson Surgical Vision (JJSV) products, through effective sales support and participation before/during the sale and in ongoing relationships with customers after the sale.
Interact with internal and external customers to research and resolve complex issues.
Support eCommerce platform by onboarding customers, providing tutorials, answering questions, and basic troubleshooting.
Provide exceptional customer service support, to high revenue generating, key customers across all JJSV product lines, to achieve increased customer loyalty.
Assists department manager with special projects and any combination of equivalent and back up the surgical customer service team as necessary.
Acquire general knowledge of the organization, products and/or services to maintain accountability for establishing and sustaining a positive image of JJSV to customers.
Explain procedures to ensure operations are compliant, promote positive business relationships and ensure that company interests are represented.
Assist with making day-to day business decisions that impact work area by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
Assigned dynamic and challenging tasks to promote personal development.
Qualifications
A minimum of a High School diploma or general education degree (GED) is required .
A minimum of three years of relevant customer service experience is required .
Experience with SAP is required .
Strong analytical, influencing, communication, and interpersonal skills are required.
Ability to maintain effective business partnerships.
Excellent organizational, verbal, and written communication skills
Ability to work effectively within a very fast-paced, highly complex, and ever-evolving environment
Ophthalmology experience preferred (geared toward customer service)
Experience with Good Manufacturing Practices, quality, and FDA regulations/ISO 13485 requirements and regulations preferred
At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location.
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com
** This role gets paid an estimated: $43.7K - $55.3K a year