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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations:

Job Category:

Professional

All Job Posting Locations:

Markham, Ontario, Canada

Job Description: About Vision

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Bilingual Customer Service Representative to join our J&J Vision team. This position is based in Markham, Ontario, Canada.

Purpose:

The Bilingual Customer Service Representative acts as a pivotal, meaningful link between customers and J&J. In a collaborative team setting, the CSR manages all order fulfillment activities, answers incoming calls, investigates claims and issues, and processes returns. They partner with customers and sales colleagues to ensure transactions are completed promptly and in line with policies, while proactively communicating important information. The CSR provides support by analyzing, processing, and responding to inquiries from both customers and the sales team. This role handles orders and inquiries as needed whether by phone, fax, or email and oversees both inbound and outbound calls.

You will be responsible for:

• Processing all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
• Resolving all customer queries and complaints on orders and invoices with a problem-solving mindset.
• Support providing alternative recommendations and solutions to improve organizational processes.
• Advise customers on product availability and inventory status.
• Partner with multiple internal departments with an adaptable mindset to enable process improvement.
• Lead investigations to determine root cause of issues and implement systemic corrective actions.
• Analyze order trends, claims, and service metrics to identify opportunities for process, system, or service improvements.
• Partner closely with Sales, Supply Chain, Quality, and Finance to resolve systemic issues impacting customer experience or order fulfilment.
• Maintaining customer account information and related billing paperwork to ensure efficient billing.
• Providing outstanding customer support in your day-to-day interactions.
• Adhere to compliance standards including, compliance, quality assurance/control, by following Standard Operating Procedures (SOPs).
• Assisting with team initiatives as required.

Qualifications: Required:

• Minimum of a high school degree or higher is required.
• Minimum of 3 years customer service experience is required.
• Must be bilingual (French/English) - advanced proficiency in both written and verbal communication.
• Strong working knowledge of SAP and Microsoft Office (Excel) is required.
• Excellent customer service with clear written and verbal communication; strong planning and prioritization skills.
• Keen attention to detail; conscientious and professional work approach with focus on precise data entry.
• Strong analytical, organizational, and communication skills; adept at cross-functional collaboration with a customer-first mindset and sense of urgency.
• Ablity to build rapport across teams and maintain productive working relationships.
• Self-motivated, organized, detail-oriented; able to meet tight deadlines, solve problems efficiently, multitask, and manage time effectively.

Preferred:

• GMP/ISO environment pertaining to drugs/medical devices, preferred.
• Works with minimal supervision; exercises good judgment and consistent work habits.
• Comfortable in fast-paced, high-pressure environments; capable of urgent problem resolution.
• Telecommunications experience.
• Ability to prioritize tasks and perform under pressure.

AI Usage Disclosure

The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure

This job posting is for an existing position.

Accessibility for Ontarians with Disabilities Act

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Required Skills:

Communication, Customer Service, English Language, French Language

Preferred Skills: The anticipated base pay range for this position is :

$65,000.00 - $103,500.00

Additional Description for Pay Transparency: