Craig Johnson
Woolwich,NSW
Summary
Customer service professional with over 20 years’ experience in the industry, within diverse businesses, ranging from finance, telecommunications, animal health and most recently medical devices. Strong problem-solving skills coupled with initiative has helped develop strong customer relationships.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Johnson & Johnson MedTech
Macquarie Park, NSW
11.2017 - 10.2023
- Responsible for entering orders in SAP and Esker, ensuring data correct and entered in time for delivery cut-off each day
- Provide phone support to both internal and external stakeholders, and specially provide support through Salesforce to QLD hospitals in relation to supply and use of predominately joint replacement products
- Work with direct purchases, consignment goods as well as loan items, and ensure the products are accounted for correctly, and any replacements are supplied in prompt manner
- Provide added support and assistance to other teams as required during staff shortages or absences, as well as assist with the training and support of inexperienced staff
- Consistently met or exceeded all KPI's through my time, helping achieve supply within agreed timeframes., processing over 20 consignment and loan charges a day
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
St Jude Medical
Lane Cove, NSW
03.2017 - 09.2017
- Processed direct orders through Esker, ensuring accuracy and prompt delivery
- Aided in the follow up of outstanding loan kits, to ensure return and re-distribution as required
- Learnt the loan kit process to function as loan kit supervisor during the extended leave of the incumbent, maintained the process and ensured all loan kit orders were processed in time and in full, as well as charging used components promptly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative
MSD Animal Health
Macquarie Park, NSW
03.2016 - 07.2016
- Provide phone, fax and email support to external as well as internal customers
- Entering and following up orders in SAP, as well as providing detailed sales reports to the greater business Also provide high level support to end consumers on issues ranging from where to purchase our products through to adverse events and complaints on the products themselves, as well as following up on late/missing deliveries, and processing credits and returns
- Actioned new returns/credits system to better track outstanding claims, as well as bringing all outstanding credits up to date, reducing customer callbacks
- Provided updated and clearer reports to product managers to assist in the relocation of products nearing expiry, reducing overall shrinkage
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Becton Dickinson
Macquarie Park, NSW
09.2015 - 02.2016
- Provide phone, email and personal support to internal and external partners
- Entering orders through SAP and providing full follow up and queries and deliveries
- Coordinate with sales, logistics and marketing to provide exceptional service to all external stakeholders
- Provided updating and follow up of all EDI orders, as well as for the upgrade and modification of the system, helping to ensure more orders were entered without requiring staff intervention
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Team Leader
Novartis Animal Health
Macquarie Park, NSW
07.2009 - 07.2014
- Responsible for the overall operational management of the processes in customer service and consumer advisory, providing support to both teams and ensuring workloads were managed and duties completed to timeframes
- Support staff in training and providing backup on all duties to enable smooth running of the department and completion of all assigned tasks
- Setting and monitoring of all KPI’s and performance management
- Also responsible for reporting sales data and performance information to senior management to assess customer satisfaction and delivery performance
- Running the process improvement to instigate a more streamlined system for workflows, between customer service, logistics and sales
- Awarded staff member of the quarter for providing ongoing communication and backup for the timely and equitable distribution of the companies most popular product during a period of global shortage, while also maintaining a clear and accurate communication to resellers
- Recognised by senior NZ management for improving the communication between sales, service and our 3rd party logistics providers, ensuring better information to customers and instilling a confidence in supply
- Recognised by regional management for providing assistance and reporting, as well as the tracking and in collaboration with logistics the collection of all outstanding stock, leading to the successful completion of the largest recall in the history of the company worldwide.
Operations Coordinator
Creata Promotion
Thornleigh, NSW
12.2005 - 02.2009
- Responsible for the execution of operational and administrative tasks to ensure the supply of products to McDonald’s across Australia, New Zealand, and Pacific Islands, from product selection, safety testing, importation, storage and transport, through to taking of orders and ensuring final delivery
- Also responsible for building and maintaining relationships with multiple internal stakeholders (warehouse, marketing, and finance) as well as external contacts with suppliers (3PL warehouses located in NSW, VIC & QLD, freight forwarders located in both Australia and Asia, as well as customs brokers and distribution and transport companies throughout the Asia Pacific region)
- Responsible for all reporting functions, including stock levels, costings, and future projections
- Also maintaining the internal warehouse, through regular stock checks as well as ½ yearly stock takes, monitoring stock levels to ensure availability of samples for distribution as well as compiling recommendations for stock clearances and movements
- Monitored several staff to ensure adherence to operations processes as well as contribute to continuous improvement processes
- Working in collaboration with both internal and external stakeholders to ensure on time running of all processes, from marketing strategy, manufacturing, logistics and sales
- Maintained a professional and productive relationship with key McDonald’s staff via regular meetings and information exchanges to ensure all requests and needs were met within time limits and always performed to a standard exceeding expectation
- Created the position SOP, so all future staff would be able to maintain the standards of the role.
Education
Higher School Certificate -
Crow’s Nest Boys High
Sydney, NSWSkills
- Expert in: SAP Super User, Customer Service, Problem Solving, Adaptability, Computer Skills, Data Entry, Attention to Detail, Accuracy, Communication, Multi-tasking, ERP,
- Intermediate in: Salesforce, Excel, Word, Leadership, CRM
Timeline
Customer Service Representative
Johnson & Johnson MedTech
11.2017 - 10.2023
Customer Service Representative
St Jude Medical
03.2017 - 09.2017
Customer Service Representative
MSD Animal Health
03.2016 - 07.2016
Customer Service Representative
Becton Dickinson
09.2015 - 02.2016
Team Leader
Novartis Animal Health
07.2009 - 07.2014
Operations Coordinator
Creata Promotion
12.2005 - 02.2009
Higher School Certificate -
Crow’s Nest Boys High
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