Customer Service Team Lead H/F – France Johnson & Johnson Vision

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Job Description

Johnson & Johnson Medical Companies produce a broad range of innovative products and solutions used primarily by health care professionals in the fields of orthopedics, neurological disease, infection prevention, cardiovascular disease, and aesthetics.

As the most comprehensive devices business in the world, Johnson & Johnson Medical Devices is best suited to serve evolving customer needs, train more surgeons to improve standards of care, and treat more patients globally as access expands.


In this context we are looking for a Customer Service Team Lead France.


Job Purpose

To lead, motivate and monitor the team to ensure optimum performance. To lead the Customer Services team towards ensuring all KPI’s for Customer Service met/exceeded. Areas include managing customer relationships, processing orders, inquiries, and complaints handling across multiple channels. To ensure that all team members are fully trained and have the adequate knowledge and skills to perform their duties and to offer customers a differentiated customer experience.

To provide front line supervisory and leadership support for the market, while being an advocate for the customer across the organisation.  Liaise with Commercial Account Managers and other internal stakeholders to ensure full awareness of any customer supply chain issues. Effectively manage the customer relationship and communication channels. 


Responsible for a team of 10 Customer Service Representatives (CSR’s), working to meet current business performance targets, tracked by service level, call quality and automation growth. Ongoing development of the team in line with J&J Leadership principles. 

Main Responsibilities

•Deliver on Customer Service key performance indicators and metrics with a team of 10 CSR’s within quality, compliance and safety requirements

•Motivate and coach a team of CSR’s to meet and exceed performance targets, goals & objectives and service level agreements

•Ensure effective, proactive, and timely communication to all internal and external stakeholders of customer service-related issues

•Key member of Voice of Customer team to analyse customer feedback and execution improvement plans

•Establish and gain commitment to clear and realistic performance targets linked to Johnson & Johnson Vision’s business plan via regular 1:1’s, professional development plans, goal setting and mid- and end-of-year performance reviews.

•Provide reporting & analytics with the aim to optimize the Supply Chain relationship with customers and drive value-added services

•Conduct training, assessments and monitoring and provide constructive feedback and coaching to CSR’s 

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

•Work collaboratively with the market’s Commercial management team to ensure adequate Customer Service support

•Manage all aspects pertaining to workforce management, including forecasting, recruitment, and attendance

•Complaint handling: resolve escalated customer complaints related to orders, products, medical issues, policies and other business activities

•Maintain comprehensive product, system, and commercial knowledge and soft skills within the team of CSRs, so they can engage the customer and manage the customer relationship. 

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

•Act as back-up support to other team leaders within the region and the Customer Services Managers

Background information and Main Activities

The Customer Services team is a part of the wider supply chain operation for Johnson & Johnson Vision. This includes being the front line for customer support, processing orders, adding value back to the organization to help both the Commercial and Supply Chain teams to meet and exceed performance.

•A key success factor is to create and maintain a ‘Can Do’ culture within the team, always with a high degree of customer focus 
•The local market is an integral part of the EMA Supply Chain team, where interdependent and cross-functional partnering are identified other key success factors

Knowledge / Experience / Skills required

•Experience within a Customer Service environment, ideally within a regulated industry
•Fluency in both French and English, written and verbal
•Proven ability to manage, motivate and effectively communicate to team members in a matrix environment
•High degree of customer focus
•Proactive and creative 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
•Exceptional time management and organizational skills
•Self-motivated, accustomed to a high degree of responsibility
•Business proficiency in Microsoft Office suite of software


•Proficiency in SAP; automated order entry (EDI/FTP) 
•Contact centre leadership experience
•Background in a Supply Chain environment

To achieve our set goals & targets, we must all lead using our Leadership Imperatives and achieve our Leadership Performance Standards:

LIVE OUR CREDO:  Demonstrate and inspire the behaviours that reinforce Our Credo.
CONNECT:  Collaborate internally and externally in order to develop insights to drive innovation 
SHAPE:  Driving meaningful innovation through our insights to meet unmet needs and generate value and solutions for our customers. In order to do this we must be bold and courageous in challenging the status quo and adapting to change. 
GROW: We must focus on our ability to inspire and mobilize people; empowering them to act boldly with speed and agility, to do even more than they thought they could.  

Assignment and Planning of Work
•Planning and execution of the main responsibilities of the job role are the responsibility of the job holder.
•A major area of responsibility is to ensure the effective planning on personal workload and that of the team to ensure customer commitments are consistently met. 

Other Working Relationships

•Local market management team
•Local commercial team
•Supply Chain distribution team
•Supply Chain management team
•Regional Supply Chain teams
•Internal project teams
•Human Resources

•The Customer
•3PL warehouse

Decision Making, Authority and Controls
All aspects pertaining to the effective management of customer contact and the effective deployment of training

Problems / Key Features

Maintaining and prioritizing personal duties whilst maintaining a consistent focus on the customer.

Primary Location
France-Haute-de-Seine-Issy Les Moulineaux-
Ethicon S.A.S. (7840)
Job Function
Requisition ID