{"id":3465664,"url":"https://alion.io/job/johnson-johnson-senior-customer-service-executive","title":"Senior Customer Service Executive","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":189,"ghost_share":0,"stale_share":0.746,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["High Wycombe, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":126000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":18},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"CAPA","optional":true}],"status":"live","first_seen_at":"2026-10-29T15:27:00Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T09:57:26Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nAs 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.\nJob Function:\nCustomer ManagementJob Sub Function:\nNon-Technical Customer ServiceJob Category:\nProfessionalAll Job Posting Locations:\nHigh Wycombe, Buckinghamshire, United KingdomJob Description:\nAbout Innovative Medicine\nOur expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.\nJoin us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.\nLearn more at https://www.jnj.com/innovative-medicine\nWe are searching for the best talent for the Senior Customer Service Executive role to be in Maidenhead, UK.\nPurpose: To act as an inspiring and proactive role model within the team and become a ‘Super User’ on all aspects related to the IM Customer Service function to enable optimisation of technical and process efficiencies. To be fully aware of business processes and the overall strategy of the team and the company. To support projects aimed at improving processes and transforming the team. To closely manage key customer accounts and provide technical support and problem solving at all levels.\nCustomer order processing\nProcess orders in a timely and accurate manner to meet our delivery cut off times and customer expectations including orders received from customers by Phone, Fax, EDI & Email\nProactively maintain customer pricing and queries to support Team Management\nOptimise the use of Winshuttle (automation tool) for mass data changes\nCheck that orders meet all criteria for exporting controlled drugs outside of the United Kingdom including a valid controlled drugs licence.\nRespond to all customer orders to ensure UK & Ireland patient demand is met.\nEnsuring Key Customer account stock levels are appropriate and support in emergency delivery system.\nAudits\nCheck that daily working practices comply with Sarbanes Oxley controls.\nContinually assess processes in line with Good Distribution Practice.\nSupport senior management on SOP reviews\nProcess owner for month End cut off activities, SOX testing, internal audit, external audit and recalls\nContribute towards achieving monthly departmental targets.\nQueries and Complaint Handling\nReceive telephone calls which may be: Order related, query related or claim related (stock discrepancies, returns, free of charges)\nLog all complaints on our Complaints Management System\nEnd to end Ownership of complaints and queries received.\nOverall management of status of customer returns at 3PL.\nOngoing responsibility\nSME for Digital Tools and supporting increase in eCommerce.\nManage clinical trial requests, from Trade Excellence team\nLead regular discussions with wholesalers, including stock status and weekly updates to ensure continued supply to patients\nRebate Process owner, collaborating across functions to ensure rebates processed in a timely and accurate manner\nCreate and edit pricing and material master data in accordance with SOX guidelines.\nOversee key complex products and take responsibility for ensuring seamless delivery to patients and correct process flows\n\nAd hoc projects\nSupport or lead any existing, or new, projects which may arise that improve efficiencies and support the business\nBuild and maintain relationships with internal departments to continually improve processes\nBuild and maintain relationships with external customers.\nComplete refresher training for the team on core activities\nTraining new starters on core elements of the role\nEnsuring the core values of the twelve standards of excellence are maintained within the team\nRequirements:\nExperience in Customer Service, Customer Operations ore related, ideally within a regulated environment\nExcellent communication, customer relationship and stakeholder management\nAbility to manage complex customer queries, complaints and escalations through to resolution.\nExperience using ERP/order management systems; knowledge of SAP, or eCommerce tools is advantageous\nAbility to use and operate Microsoft Office tools\nListening - we are the customer’s first port of call\nAt Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.\nHere’s what you can expect:\nApplication review: We’ll carefully review your CV to see how your skills and experience align with the role.\nGetting to know you: If there’s a good match, you’ll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.\nStaying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.\nFinal steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.\nFinally, at the end of the process, we’ll invite you to share feedback in a short survey - your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We’re excited to learn more about you and wish you the best of luck in the process! #RPOEMEA\nRequired Skills:\nPreferred Skills:\nBusiness Behavior, Communication, Corrective and Preventive Action (CAPA), Customer Analytics, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Oriented, Project Management, Self-Service Tools, Service Request Management","description_format":"text","description_chars":6522,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-10-29T15:27:00Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.629,"p_room":0.9,"age_days":3,"expected_fill_days":10,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/johnson-johnson-senior-customer-service-executive","json_url":"https://alion.io/job/johnson-johnson-senior-customer-service-executive.json","meta":{"generated_at":"2026-11-02T14:18:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19757,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14152},"rest":"https://alion.io/mcp/rest/get_company?id=14152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-johnson-senior-customer-service-executive"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjohnson-johnson-senior-customer-service-executive"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjohnson-johnson-senior-customer-service-executive"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/johnson-johnson-senior-customer-service-executive\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-johnson-senior-customer-service-executive"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3465664}},{"tool":"search_jobs","arguments":{"company":"jnj.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3465664},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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