Johnson & Johnson Careers

Team Lead Iberia Customer Service

Madrid, Spain
Customer Service

Job Description

Requisition ID: 1905730289W


1. Job Purpose
To lead, motivate and monitor the team to ensure optimum performance. Assist the Customer Service team in managing the customer relationship regarding processing orders, enquiries, complaints and policies.  Ensure all team members are fully trained and have adequate knowledge and skills to perform their duties and be able to offer their customer a 1st time resolution.
To provide front line supervisory support for the market, processing inbound and outbound orders, enquiries, complaints and information through multiple communication channels.  Liaise with Account Managers and other internal stakeholders to ensure full awareness of any customer supply chain issues. Ensure adequate preparation to effectively manage the customer relationship and communication channels.
To provide back-up support for country Team Manager and ensure coverage during any absence.
2. Dimensions
Responsible for a team of Customer Service Representatives (CSR’s), working to meet current business performance targets, tracked by key performance indicators (KPI’s) and service level (SL).
3. Main Responsibilities
  • Responsible for achieving/exceeding base line CSR metrics, including quality, safety and customer service KPI’s and service levels


  • Establish and gain commitment to clear performance targets linked to Vision Care’s business plan via regular 1:1’s; establish and align PDP and mid-year and end-of-year goals


  • Conduct training, assessments and call monitoring and provide constructive feedback to CSRs


  • Effective communication of all customer service-related issues


  • Work collaboratively with relevant country’s CS management team to ensure adequate staffing/telephone/e-mail/fax support coverage


  • Manage all aspects pertaining to CSR staffing resourcing, including recruitment, attendance and holidays


  • Complaints Handling: resolve escalated customer complaints related to orders, products, policies and other business activities


  • Maintain comprehensive product, system, commercial knowledge and soft skills, within the team of CSRs, to manage the customer relationship


  • Communicate, demonstrate and inspire in others Johnson & Johnson Credo values


  • To assist the FBI Team Manager in providing reporting & analytics, with the aim to optimize the Supply Chain relationship with customers and drive value-added services


  • To on-board all new team members


  • Ensure team members are up-to-date/trained with latest business critical information/requirements


  • Act as back-up support to other team supervisors within the market and the country Team Manager, especially in the event of an absence



Knowledge / Experience / Skills required


  • Experience within a Customer Service environment
  • Experience in management would be desirable
  • Ability to manage, motivate and effectively communicate with team members
  • High degree of customer focus
  • Proactive approach to problem-solving and complaint handling/escalation
  • Team player
  • Sound administrative skills
  • Excellent communication skills, both verbal and written
  • Able to work well under pressure
  • Excellent organisational skills
  • Self-motivated, accustomed to a high degree of responsibility
  • Excellent computer skills – proficiency in SAP; Microsoft Office Suite; Automated order entry (EDI/FTP)
  • Fluency of English language, both verbal and written
  • Fluency of Spanish language, both verbal and written





Other Working Relationships



  • The Customer
  • Local Market Management Team
  • Local Market Commercial (Sales & Marketing) Teams
  • EVC Distribution Team
  • EVC Management Team
  • EMA CLS Teams
  • Internal Project Teams
  • Human Resources

Primary Location
Spain-Community of Madrid-Madrid-
Johnson & Johnson, S.A. (8500)
Job Function
Customer Service
Requisition ID