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.
***** THIS POSITION REQUIRED AN ADVANCED LEVEL OF ENGLISH *****
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.
•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
France-Haute-de-Seine-Issy Les Moulineaux-
Ethicon S.A.S. (7840)