Johnson & Johnson Careers
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MANAGER, US CUSTOMER ADVOCACY
Santa Ana, California
Requisition ID: 1103180125
Johnson & Johnson Vision, part of the Johnson & Johnson Family of Companies, is currently recruiting for a Manager- US Customer Advocacy, located in Santa Ana, California.
Johnson & Johnson Vision, through its operating companies, is committed to improving and restoring sight for patients worldwide. Since debuting the world’s first disposable soft contact lens in 1987, Johnson & Johnson Vision Care, Inc. has been helping patients see better through their world-leading ACUVUE® Brand Contact Lenses portfolio. In 2017, with the addition of Abbott Medical Optics, Inc., the Johnson & Johnson Surgical Vision business, Johnson & Johnson invested further in eye health by expanding into cataract surgery, laser refractive surgery (LASIK) and consumer eye health. Serving more than 60 million patients a day across 103 countries, Johnson & Johnson Vision is committed to helping more people in more places improve or restore their sight. Dual headquartered in Jacksonville, Florida, and Santa Ana, California, Johnson & Johnson Vision has more than 10,000 employees worldwide.
At Johnson & Johnson Surgical Vision (a Johnson & Johnson company), we are building a vision company that people love. A key to this ambition is the experience our customers have while doing business with us. In order to improve the experience our customers expect, we have developed a role of Manager- US Customer Advocacy. This role will report to the Director of US Customer Service and will be in the US Customer Service Organization. A team of six Customer Advocates will partner with the field sales organization in order to serve our most important customers. The customer advocates will work to ensure the field sales organization can maximize their time in the field engaging customers.
The manager position will be part of a broader customer service organization group in the United States and the Customer Advocates will need to liaise with colleagues to ensure all orders and inquiries are handled according to policy and in the most efficient and effective way. The Manager of Customer Advocacy will need to develop group execution standards, coordinate all activities with managerial counterparts, and manage the performance of the group.
Key responsibilities in this role include:
Setting performance standards
Mapping out job duties and responsibilities
Managing performance of a group
Collaborating with managerial counterparts in sales and service
Interact with our internal and external customers to research and resolve complex issues.
Pricing Discrepancies / Consignment Issues
Partnering with other departments to make it easier for our customers to do business with us
Look for ways to ease administrative tasks that burden our salesforce
A minimum of a Bachelor’s Degree is preferred
A minimum of 6 years of business experience is required, in health care is preferred
A minimum of (3) plus years of progressive experience in customer call centers is required
A minimum of three (3) plus years of demonstrated successful customer support is required
Previous experience supervising and/or managing a group is preferred
A proven track record of meeting objectives is required
A collaborative spirit and a propensity for delighting customers is required
Up to 10% domestic travel is required
United States-California-Santa Ana
AMO US Holdings, Inc.. (6234)