Senior Customer Services 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

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Milano, Italy

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at

We are searching for the best talent for the Senior Customer Services Specialist – EMEA position to be in Milano, Italy.

Purpose:

To act as an inspiring and proactive role model within EMEA Deliver and become a 'Super User' on all aspects related to the Customer Service function supporting multiple sales organisations in efficiencies and improvements.

To rigorously uphold compliance to GDP related processes and timely reporting of Quality issues. To be fully aware of business processes and the overall strategy of EMEA Deliver. To proactively resolve complex issues utilising best software practices, working closely with Deliver Customer Service teams and Global IT.

As a Senior Customer Services Specialist – EMEA, you will:

Improvements

• The role is focussed on creating improvements and efficiencies using the most up to date technology

• Solutions focussed on the day to day working of Deliver (Customer Service) covering multiple areas including the use of MS Power Apps, Power BI, Macros, SAP scripting, JavaScript, Python and other software/programming as and when applicable.

• Work across all countries in EMEA, supporting the Deliver function to generate time savings and operational efficiencies.

Queries and Complaint Handling

• Is aware when dealing with any country of the J&J standard complaints procedures and AE reporting

Ongoing responsibility

• Maintain proactive relationship with Deliver team members and leadership

• Maintain and update CS documentation in line with Good Documentation practice

• Provide support to all members of the team in core responsibilities across all sales orgs when required

• Drive adherence to procedures in the team

• Drive customer service excellence through best practice standards

• Organising and delivery of training on technical subject matters

• Lead and maintain WoW SAP wheel

Qualifications/Requirements:

• SAP (Creating queries/scripts/system analysis)

• Microsoft 365 (includes Power Apps, Power BI, Macros, etc)

• Adobe (JavaScript)

• Python

• Ability to communicate clearly

• Advanced English required

• Lean certification preferable

Here's what you can expect:

• Application review: We'll carefully review your CV to see how your skills and experience align with the role.

• Getting to know you: If there's a good match, you'll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.

• Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.

• Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.

Finally, at the end of the process, we'll invite you to share feedback in a short survey — your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We're excited to learn more about you and wish you the best of luck in the process #RPOEMEA

#LI-Onsite

Required Skills:

Preferred Skills:

Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical Credibility

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