Position: Customer Service Specialist Reporting to: Customer Service Senior Supervisor Location: Prague Contract: Fixed term (maternity cover) About us 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 https://www.jnj.com/.   The Johnson & Johnson Global Services center in Prague is one of five regional global services hubs located around the world. Its staff includes 800 professionals from varying cultures and backgrounds, speaking over 30 languages, who are actively supporting Johnson & Johnson teams across Europe, the Middle East, and Africa (EMEA) in the areas of Finance, Human Resources, and Procurement. Other opportunities are also available within our Contact Center. Johnson & Johnson has been present in the Czech Republic since the early ‘90s with legal entities in different locations. In 2018, all three of our businesses and the Global Services team moved to one location to ensure collaboration and direct connection among the teams. The Waltrovka site was carefully chosen for its accessibility and ability to handle the high-tech requirements Johnson & Johnson needed at the site. Overall purpose of the role + Customer service to Medical Devices countries in EMEA + Primarily handling of returns, credits and debits for external and internal customers but can extend to responsibilities across customer service orders, returns and financial transactions + Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centres and transport providers) + Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment + Good understanding of systems and processes to manage multiple tasks through(Salesforce.com, JDE) with a high attention to detail Essential duties and responsibilities + Investigate, process and resolve customer cases and for returns, credits and debits, ordering and other issues regarding return reason types, credit and billing investigations / approvals and transactions to provide excellent customer service and experience + Respond to customer inquiries regarding return requests, approvals, changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers + Process debits and credits on JDE system ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers **Qualifications** Essential knowledge, skills and competencies + Fluency in English - CEE languages would be advantageous + Experience in Customer Service or in an administrative/related area (1-2 years) + Knowledge of customer service and office / case management systems and procedures: Salesforce.com preferred, Enterprise systems (JD Edwards preferred) + University degree or equivalent desirable + Excellent time management skills and ability to multi-task and prioritize work + Attention to detail and problem-solving skills + Excellent written and verbal communication skills + Strong organizational, planning and reporting skills + Proficiency in MS Office Wondering about benefits? JnJ provides a wide variety of benefits! Please, feel free to explore yourself at https://jnj.jobs.cz/about-us where you can learn more about what you get in return. You should also explore more about who we are, and what our purpose is, and if this position has not triggered your finger to hit the apply button, you can also search for another position there as well. Let us take the first step of your JnJ journey together. Looking forward to hearing from you soon. For more information on how we support the whole health of our employees throughout their wellness, career, and life, please visit www.careers.jnj.com For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo. We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences. That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are. Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”!