Customer Service and D&T Specialist

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Pefki, Attiki, Greece

Job Description:

Janssen-Cilag Pharmaceutical Single Member SACI, a Johnson & Johnson company is recruiting for a Customer Service and Distribution & Transportation Specialist, located in Athens.

Respond to customer inquiries and resolve complaints promptly, escalating when necessary to ensure positive outcomes.

Ensure accurate, timely order processing and confirmations to maintain high customer satisfaction and service levels.

Coordinate logistics operations with 3PL partner to schedule shipments, select and manage carriers, track freight, and confirm deliveries.

Manage returns and reverse logistics to minimize cost and customer disruption.

Prepare and validate shipping documentation and support customs clearance as required.

Monitor operational costs and service metrics and analyze trends and report gaps with recommended corrective actions.

Collaborate with sales, quality, finance, and external partners to optimize processes and drive continuous improvement.

Key Responsibilities:

• Documents and follows up on customer complaints regarding billing, shipping delays and products.

• Distributes customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.

• Generates routine correspondence to secure additional customer information or resolve customer disputes.

• Conducts/Distributes customer surveys, compiles results and summarizes customer feedback data.

• Contacts customers to advise them of shipment details.

• Manages order processing (entry/order management) and reverse logistics handling (returns)

• Manages pricing / material master files (creation / maintenance)

• Monitors operational activity and costs, reports trends/gaps and enables cost/service improvement decisions

• Ensures activities are carried out in compliance with the specific requirements applicable to controlled substances

• Supervises complaints reports/analytics and drives CS team’s awareness on CRM performance

• Monitors daily stock and ensures no discrepancies

• ·Drives destruction procedure with all key stakeholders

Qualifications

Education:

• University grade in Business Administration, Economics, Logistics required

Experience and Skills:

Required:

• 3-5 years related experience

• Strong Excel skills required

Preferred:

• Clear verbal and written communication; presents complex information effectively where

• Operations and logistics knowledge: inventory, order‑to‑cash, supply chain

• Collaborative great teammate; drives cross-functional problem solving

Other:

• Fluent Greek and English speaker

 

 

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management