Customer Service Sr. Supervisor

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

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at

We are searching for the best talent for our Customer Service Senior Supervisor.

Purpose: The Customer Service - Regional -Sr 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

Key Responsibilities

·       People leaders are expected to uphold and model our standards for ethics and leadership and hold their team accountable as well.

·       The CS Sr Supervisor will monitor team efficiency and effectiveness based on pre-determined organization performance metrics, meeting business goals.

·       Investigates and resolves escalated or complex customer complaints regarding billing, shipping delays and products.

·       Ensure training staff to respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.

·       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, propose solutions and influence so that issues are resolved as soon as possible.

·       Participate actively in CS business meetings, sharing new ideas/strategies to leverage our service.

·       Prepares budget recommendations. 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.

·       Advises management regarding any customer changing need and recommends process changes to accommodate customer requirements.

·       Expected to have a thorough understanding of the overall Deliver organizations.

·       Meet all applicable Quality & Compliance requirements (SOX//HCC/QA, etc).

·       Work in partnership with CS Manager, being the focal point and/or back up whenever necessary.

·       Work on projects in partnership with Deliver to add value to customers, improve operation & find out savings to the Company.

·       The CS Sr Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical training, and maintain a collaboration environment among CS employees.

Key Requirements:

·       Portuguese Fluent, Spanish & English advanced

·       Ability to make quick decisions

·       Perform efficiently and effectively

·       Assertive and effective communication (written and oral)

·       Problem solver

·       Accountability

·       Positive and clear thinking and not easily frustrating

·       Ability to think ahead and manage time properly

·       Strong team building orientation

·       Strong analytical capabilities

·       Emotional intelligence

·       Attention to detail

·       Make diversity and inclusion

·       Good interpersonal skills

·       High energy and positive way of working

·       MS Office

·       Leadership & influence

·       E2E Logistic knowledge

·       Strategic capability mindset

Other features of the job:

·       University/Bachelor's Degree or Equivalent

· years of relevant experience

·       Function-wide Initiative(s)

·       Cross-Functional Experience (internal & external to the Customer Service Organization)

·       Cross- Sector Exposure/Experience

·       Enterprise-wide or sector-wide JJCS Initiative(s)

·       Exposure/Experience in functions external to Customer Service Organization (internal & external to J&J)

·       Project Management Experience

·       Regional/ Global Experience

·       People Development

Required Skills:

Communication, Proactive Behavior, Stakeholder Collaboration, Stakeholder Negotiations

Preferred Skills:

Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)

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