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Position Title: Bilingual Account Manager/Customer Logistics Representative (JNJNJP)- 2 positions

Work Location: Hybrid- 3 days in office/ 2-day work from home.

French is Mandatory.

Work Location:

200 Whitehall Drive

Markham

Ontario

CAN

L3R 0T5

Description:

Bilingual Customer Logistics Representative (ENGFR)

Position Summary:

• The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations' perspective. The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory.
• The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.
• The CLR will also engage with internal partners to provide resolution to customer complaints.
• The CLR will monitor key performance indicators (KPI's) to track progress of the efficiencies and value-added services offered to the customers.
• This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Major Responsibilities:

1. Value Add Through the tactical operations the Customer Logistics Representative will seek to deliver value to our customers. The CLR's main objective is to build and maintain a strong and positive relationship with their assigned customers. The CLR actively seeks to build further collaboration with existing customers to achieve:

• An increase of the number of orders sent electronically to Johnson & Johnson
• A reduction of errors that occur for customers submitting already electronic orders.
• A decrease of the number of corrective documents (Credits/Debits and Returns)
• A reduction of the cycle time of Credit / Debit issuance
• CLR will act as an internal representation of the customer and will search for the optimized balance between Johnson & Johnson capabilities/controls and customer expectations.
• Apply available information and reporting to measure efficiencies within the assigned customer portfolio.

2. Tactical

• Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.
• Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.
• Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.
• Ensure all activities are performed according to internal Standard Operating Procedures (SOP's), Work Instructions (WI's) to guarantee a compliant supply chain.
• Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
• Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
• Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.
• Provide support and coordination

Top Three Skills: Bilingual; Customer Centricity, and Metric driven