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 **Job Function:** Customer Management**Job Sub Function:** Customer Service Operations**Job Category:** Business Enablement/Support**All Job Posting Locations:** Bogotá, Distrito Capital, Colombia**Job Description:** **General Job Objective** The Senior Customer Service Representative — Regional serves as a key point of contact for internal J&J functions and external parties requiring interaction with the Customer Service organization. The Specialist provides direct customer support and facilitates transactional activities. Professionals in this role are expected to demonstrate a solid understanding of J&J’s customer service processes, products, and their interrelationships. The CS Specialist must manage key relationships and collaborate, as needed, with other areas—including Supply Chain, Finance, and Shared Services—to resolve customer issues. The Senior CS Representative reports directly to a Customer Service Supervisor and escalates issues when necessary. **Key Duties and Responsibilities** Responsible for order management activities, including: * Scheduling deliveries. * Processing orders. * Tracking orders and supporting customer inquiries regarding new and existing orders. Responsible for invoice management activities, including: * Billing customer sales orders. * Facilitating invoice corrections. * Reviewing customer billing plans. * Liaising with Finance and other stakeholders to process credits and debits, and handle special billing requirements. Other responsibilities: * Resolving issues related to: orders, complaint management, return management, recall management. * Collaborating with other departments to identify solutions. * Contacting customers to communicate final resolutions. **Special Requirements** * Bachelor’s degree or equivalent. * Languages: Bilingual in Spanish and Portuguese (English — Optional). **Other Position Characteristics** * Minimum 2 years of relevant experience. **Work Location** Bogotá, Colombia. **Position Requirements** Essential knowledge and desired skills: * Technical skills: MS Office, SAP (preferred), Salesforce (preferred) * Office skills: phone calls, email, Outlook * Professional skills: ability to make quick decisions; perform efficiently and effectively; handle multiple sources of information; demonstrate proficiency in written and oral communication. **Core Competencies for This Role** * Develop deep understanding of the needs of our patients, customers, markets, and communities. Use these insights to identify relevant unmet needs. * Challenge the status quo and adapt to change, leveraging opportunities to create positive impact. Identify and communicate relevant risks, take appropriate actions, and demonstrate awareness of the highest standards of quality and compliance. * Engage in transparent and constructive conversations, contributing to high-performing teams. * Act with speed, flexibility, and accountability to achieve objectives. **Required Skills:** **Preferred Skills:** Accountability, Communication, Customer Analytics, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Detail-Oriented, Inquiry Handling, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management