International Customer Service Executive

**Function**
- Customer Management

**Sub function**
- Non-Technical Customer Service

**Category**
- Analyst, Non-Technical Customer Service (P4 - E24)

**Location**
- Pune / India

**Date posted**
- May 19 2025

**Requisition number**
- R-014386

**Work pattern**
- Hybrid Work

Description

**Job Function**:
Customer Management
** Job Sub Function**:
Non-Technical Customer Service
** Job Category**:
Professional
** All Job Posting Locations**:
Pune, Maharashtra, India
** Job Description**:
**Position**

**Scope**:Supply Chain MedTech BU: Surgery, CSS, Mitek

**SECTION 1: JOB SUMMARY**

The purpose of this position is to build outstanding partnerships with our global internal customers (JNJ Affiliates; EMEA, LATAM, APAC, NA) and ensure state of the art delivery of services relating to the MedTech franchises distribution such as Surgery, CSS, Mitek.

**SECTION 2: DUTIES & RESPONSIBILITIES**
- Build collaborative partnerships with Business Partners
- Develop customer relationships with Affiliates, acting as the Single Point of Contact (SPoC) and develop knowledge and understanding of the Affiliates’ market
- Work closely with internal customers (Affiliates, Supply Planning, Warehouses, Finance, Quality, Regulatory etc.)
- Relentless focus on Customer Service
- Responsible for Order Management, either through Direct Replenishment Process (DRP, replenishing Affiliates’ inventory considering forecast, demand, inventory & supply) or through Internal Sales Orders, entering Affiliates’ sales orders according to shipment schedule.
- Provide supply and shipment information: provide order status, expected delivery dates, ensure timely shipping, pro-actively inform customer on possible future issues, liaise with planning to provide a perfect service in line with customer profile
- Liaise with functions to execute the different services to Affiliates (Returns/Inter Company Pricing creation/Ship-to creation, etc)
- Propose solutions for complex problems and process improvements
- Managing the different events (stock builds, tenders, year-end)
- Participate in the Key-user community and cross functional projects
- Responsible for achieving targets set (e.g. timely order processing, maintenance of open orders)
- Train new team members and give feedback to the supervisor.
- Significant Focus on Quality
- Review and update all SLA’s, SOP’s, procedures and work instructions in Adaptiv when needed
- Train markets on logging accurately logistic complaints.
- Issue and follow up of credit
- and debit notes to the country in case of justified customer complaints in collaboration with Finance
- Drive quality improvements where possible in line with customer expectations: Assess country’s needs, obtain regular feedback from country, communicate any logistic improvement to our contact in the country that could help in the replenishment process.
- Feedback to Distribution team any important issues concerning customer requirements and complaints
- Ensure activities performed are compliant with the applicable Quality System and regulations
- Contribute to pleasant work atmosphere and team spirit
- Be the back-up for other team members during holidays or periods of absence
- Update Manager on a regular basis
- Responsible for communicating business related issues or opportunities to next management level
- Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable.
- Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
- Performs other duties and tasks assigned as needed

**SECTION 3: EXPERIENCE AND EDUCATION**
- Bachelor’s Degree is a requirement
- Minimum 4 years’ experience in Customer Service activities
- Good knowledge of MS office, Advanced knowledge of Excel
- Aptitude for dealing with people in a customer-oriented and international environment
- Good aptitude for technology and learning new systems - Profound knowledge of the OTC system, Enterprise Resource Planning (ERP) system and/or reporting tools is a plus
- Fluency in English is a must
- Good knowledge of the Planning tools, Distribution planning, inventory management is a plus

**SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS**_*_
- Customer oriented
- Excellent communication skills, social and a team player
- Flexible, embrace change
- Accuracy and detail focus is a must
- Good at organizing and prioritizing work in a dynamic environment with many ad-hoc issues
- Coaching capabilities
- Strong task organization and prioritization skills in a dynamic environment
- Ability to combining running an operational process with deadlines with many adhoc requests.

**SECTION 5: LOCATION & TRAVEL REQUIREMENTS**
- Primary location of the position is Pune, India.
- Daily Operation (Mon
- Fri)
- CET timezone job is a must: 8-17 CET
- Company management reserves the right to add, delete or otherwi