Supervisor 2 - Customer Relations (contract)

Johnson & Johnson Family of Companies

Title: US Export Coordinator

Location: Somerset, NJ

Duration: 1 year

Pay Rate: $36.99

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Please note that this is a contract role providing services to the Johnson & Johnson Family of Companies through external staffing partners of Kelly OCG. If you are selected for this role, you will be employed by a contract staffing supplier and will not be a member of the Johnson & Johnson Family of Companies.

Summary:

Customer Service and Channel Operations is the centralized customer service function for the Deliver NA organization handling sales order management functions on behalf of Operating Companies in the U.S. The key activities include assisting the international affiliates in the placement and processing of orders, requests, inquiries and issues, research/comprehension, and issue resolution. Responsible for managing customer relationships and representing our affiliate partners needs to cross-functional project teams. Export team members deliver superior, specialized customer service for business partners including international affiliates and operating companies, across 75 countries, as well as key business partners across the Global Supply Chain: Plan, Source, Make and Deliver. Within the Deliver function, strong partnership is required with Logistic Procurement, Trade Compliance, Franchise Integration, Customer Solutions, Customer Credit Management, Quality, Distribution, and the Regional Transportation Organization. Order Management, Order Inquires, and Disputes

Responsibilities:

• Export Order Management including entering sales orders, managing order hold reports, satisfying special affiliate requirements/requests (i.e., specific lot/dating, etc.) in accordance with defined processes (SOP’s), policies, quality controls, service quality guidelines and legal compliance activities, i.e., SOX, trade compliance, FDA, DEA
• Manage Export Order Inquiries (i.e., order status, stock availability, requests for documentation, etc.)
• Responsible for issue/dispute management (claims, returns authorization processing, certificate of destructions, etc.)
• Ensures completion of inquiry/service requests to fulfillment to maintain closed-loop process
• Thinks and communicates cross-functionally with data to investigate, research, and resolve all exceptions promptly and accurately - Effectively communicate action plan and resolution to affiliates and leadership, as required
• Maintain detailed records in compliance with applicable GxP, SOX, safety, and environmental requirements
• Coordinate the generation of Export certificates (ex: Certificate of Analysis, Certificate of Manufacture) with multiple internal and external Quality Organizations
• Ensure affiliates receive the required documentation in advance of shipment arrival to prevent customs clearance delays, collaborating across multiple internal/external business partners to resolve import/export issues
• Support recall activities as appropriate
• Advise management of changing needs of customer base and recommends process changes to accommodate customer requirements
• Ensure adherence to all policies and procedures, service level agreements with the supported franchises and the compliance of transactions processed for accurate reporting in accordance policies and procedures as well as Corporate Audit guidelines
• May be directed to work non-standard hours due to Global affiliate business needs
• Complete required compliance trainings by assigned due date Project Support
• Create and maintain Standard Operating Procedures as in relevant Document Management System
• Create and maintain affiliate/trade customer contact lists as needed
• Support implementation of process improvements and projects as directed, ensuring clear and timely communication on status to key stakeholders
• Support system testing as needed
• Conduct training of new resources and others as appropriate
• Participate in regular one-on-one meetings with supervisor to ensure alignment to goals, objectives, and development plans
• Other duties as assigned

Qualifications:

• Minimum of a Bachelor's degree
• At least 2 years of experience
• MS Office advanced proficiency, attention to detail, ability to prioritize and escalate issues when necessary

This role is not supervising anyone