Customer Service Supervisor
hace 2 semanas
Johnson & Johnson is currently seeking a Customer Service Supervisor to join our Customer Service Operation Team located in Bogotá - CO.
The Customer Service Supervisor is responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing. Accountable for planning, organizing, and directing staff in providing timely responses to customer inquiries and resolving customer issues.In this role you will be responsible for:
- People leaders are expected to uphold and model our standards for ethics and leadership and hold their team accountable as well.
- The CS Supervisor will monitor team efficiency and effectiveness based on predetermined organization performance metrics, meeting business goals.
- Investigates and resolves escalated or complex customer complaints regarding billing, shipping delays and products.
- Monitors order processing for accuracy.
- Keeping documents up to date as well as ensuring knowledge transfer for CS Specialists.
- Identify opportunities in our processes and systems and propose solutions.
- Participate actively in CS business meetings, sharing new ideas/strategies to leverage our service.
- Implements cost controls to ensure budget parameters are not exceeded.
- Partner with Deliver to define action plans based on customer experience and post interaction survey ́s results.
- Meet all applicable Quality & Compliance requirements (SOX//HCC/QA, etc).
- The CS Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical training, and maintain a collaboration environment among CS employees.
Qualifications:
- University/Bachelor's Degree or Equivalent
- Generally, requires 46 years related experience
- Functionwide Initiative(s)
- Cross-Functional Experience (internal & external to the Customer Service Organization)
- Cross-Sector Exposure/Experience
- Enterprisewide or sectorwide JJCS Initiative(s)
- Exposure/Experience in functions external to Customer Service Organization (internal & external to J&J)
- Project Management Experience (Supply Chain area)
- People leader experience (min 1 year)
- People Development experience
Languages:
Spanish - fluent/native
English - intermediate
Portuguese - knowledge would be considered a plus
Essential knowledge and skills:
- Technical skills:
- SAP, Salesforce, Genesis, MS Office
- Professional skills:
- Deal with multisource of information;
- leadership & influence;
- E2E Logistics knowledge
Core competencies required for this role:
- Develop deep insights into the needs of our patients, customers, markets and communities.
- Drive innovation; anticipate and shape industry and market changes to advance health care globally.
- Create an environment where leadership and talent development is top priority.
- Deliver results by inspiring and mobilizing people and teams.
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