Customer Service Planner

Customer Service Planner

Location: Ringaskiddy, Cork

Working mode: Hybrid, 3 days on-site and 2 WFH

Contract duration: 12 months

Working hours: Full-time, 39 hours per week

Hourly rate: Competitive hourly rate (PAYE, Umbrella and Ltd options available)

Imagine your next project playing a key supply chain role in delivering world-class service for the Joints Business Group, impacting patients globally.

DePuy, a Johnson & Johnson company, is a global leader in orthopaedic devices and supplies, including hip, knee, extremity, trauma, cement and operating room products. The Customer Service Planner within the Instrument Deployment Group is a key supply chain role, we provide a world class service to our Direct and Affiliate Global markets for the Joints Business Group. The team is also responsible for instrument set planning and governance for OUS markets.

roles and responsibilities

Be responsible for providing service to a group of Global Markets for the Joints Business Group, across instruments, replenishment and investment. This will involve:

• Receive and respond to customer orders/requests.

• Will enter orders into the relevant ERP system.

• Research, resolve, and follow through with customer issues/complaints, deal with adverse situations, make effective decisions promptly and inform key partners appropriately.

• Will respond to questions relating to delivery information, credit authorization, pricing, and product specific service-related questions.

• Will liaise with supply partners to obtain and communicate delivery information, sharing information on priorities.

• Will support ongoing improvements to supply chain efficiency by working closely with markets and monitoring market behaviour with a focus to enhance overall “end customer” service.

• Develop and strengthen team relationships with external and internal customers in accordance with our Instrument Deployment Group, GSC, and Depuy goals and objectives.

• Initiate & maintain reports and support projects as required.

• Will support the development of Team members through training & coaching

• Travel may be required when driven by business needs.

• Be responsible for providing service to a group of Global Markets for the Joints Business Group, across instruments, replenishment and investment.

• Deliver effective and efficient solutions for global markets, working with business partners to ensure world-class service levels and supply chain performance. In particular:

  • Timely and accurate entry of Sales orders in line with Global Supply Commit Process.

  • Responsible for governing Global Supply Commit process in line with market allocation plans.

  • Expediting back orders and backlogs

  • Coordination of priority allocations to customers

  • Managing orders and maintaining customer data within the sales order system

  • Resolving sales, delivery, or technical issues promptly and accurately

• Deliver effective and efficient Planning:

  • Ensure planned kit requirements and supplemental order processes are completed accurately and in line with global planning

  • Work with warehouse to manage stock queries, expedite outbound/inbound deliveries and coordinate activity between markets

  • Investigate and root-cause critical supply issues and communicate updates on resolution dates

  • Inventory management in line with agreed GSC targets and processes – taking actions to minimize excess inventory, including managing inventory repatriation, and approving in market returns

• Drive for continuous improvement to enhance service and implement lean process improvements.

• Coordinate the implementation of New Product Introductions/ Rationalization plans with OUS Markets in line with commercial and project teams.

• Lead market service reviews and performance analysis with a view to improving service. Represent market supply needs and challenges within the Sales & Operations Planning process.

• Proactively manage KPI’s, including OTIF, back-order metrics and ad-hoc process improvement metrics.

• Perform other duties assigned as needed

• Adhere to the company’s procedures.

• All employees are responsible for minimizing both the Environmental and Health & Safety effects of the work that they perform.

how to succeed

You’ll bring at least two years of experience in a similar Supply Chain Planning role and excellent communication skills to effectively collaborate with internal and external partners. You will also bring:

• ESSENTIAL:

  • Minimum 2 years’ experience in similar Supply Chain Planning roles.

  • Excellent written and oral communication skills

  • Knowledge of Microsoft Office, particularly Excel

  • IT Literacy

• DESIRABLE:

  • Bachelor’s Degree, preferably in Business

  • Knowledge of JD Edwards

• Required knowledge, skills, abilities, certification/licenses

  • Effectively communicate with external and internal partners to meet IDG/GSC goals and achieve world-class customer service levels.

  • Ability to multi-task independently with minimal supervision

  • Able to show excellent teamwork skills.

  • Proficient in Microsoft Office and ERP systems (JDE, SAP).

  • Ability to analysis and summarise data, strong working knowledge of excel.

  • Good Problem-Solving skills.

  • Drive, energy and enthusiasm for delivering to commitments.

  • Excellent written and oral communication, JDE, Microsoft Office

benefits

This role offers a very competitive hourly rate. This contract will run initially for 12 months.

about DePuy Synthes

DePuy Synthes is the orthopaedic and neurological businesses of Johnson & Johnson - the world's most comprehensive and broadly-based healthcare company. At DePuy Synthes we specialise in our innovations in healthcare products, services and programs that make a real difference to millions of people across the world. We specialise in joint reconstruction, trauma, extremities, craniomaxillofacial, spinal surgery and sports medicine, and also the VELYS™ Digital Surgery portfolio. Contribute to the next healthcare breakthrough with your next project at DePuy Synthes.

application process

We are looking to process the first round of applications within the next 2 working days. We do not accept applications via email.

Diversity, Equity & Inclusion

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 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”.