Senior Customer Service Representative

7 months ago

Leeds, United Kingdom Johnson & Johnson Full time

Johnson & Johnson is currently seeking a Senior Customer Service Representative to join our team located in Leeds.

Are you passionate about providing excellent customer and sales support? Do you thrive in a dynamic environment where you can make a significant impact? If so, this role as a Senior Customer Service Representative at Johnson & Johnson in Leeds might be the perfect fit for you.

**What You Will Be Doing**:
The Senior Customer Service Representative is responsible for delivering top-tier customer and sales support for all inquiries directed to the Customer Service Department. This role is critical in assisting with the growth and retention of company sales by meeting performance targets and leveraging strong customer relationships. Additionally, you will support and train team members and visitors.

**What impact will you also have**:

- Manage telephone inquiries to ensure satisfactory resolution.
- Accurately process non-standard and complex customer orders, adhering to proper procedures.
- Assist less experienced staff with complex customer queries, ensuring resolution accuracy.
- Ensure the accuracy of customer credits and provide necessary reports for management.
- Foster and promote strong customer relationships, offering customer-focused feedback to management groups.
- Contribute to creating a team environment that encourages commitment, high energy, innovation, teamwork, customer dedication, and continuous improvement.
- Provide excellent service at every customer interaction.
- Identify and act on potential business opportunities.
- Participate in special projects as needed.

**Qualifications**:
**We Would Love to Hear From You If You Have the Following Essential Requirements**:

- Excellent verbal and written communication skills; well-organized and numerate.
- Results-oriented with proven leadership skills.
- Strong collaboration skills and ability to build partnerships internally and externally.
- Proven ability to establish and grow customer relationships over the phone.
- Self-motivated, committed team player with a collaborative approach.
- Initiative/ownership with a persuasive and mature approach.
- Ability to work effectively in a matrix environment and handle ambiguity.
- E-literate with a general technical aptitude.
- Knowledge of SAP is preferable.

**Education & Experience Required**:

- Educated to A-level standard and/or NVQ level 3.
- Relevant experience in Customer Service, primarily telephone work, with a customer-first mindset.
- Proficient in basic computer packages (Word, Excel, Outlook).
- Able to thrive in a pressurized and demanding environment.
- Supportive of LEAN, 6S, and process excellence/improvement initiatives.
- Customer-focused and goal-oriented.
- Takes personal responsibility for decisions and delivering results.

**What's In It for YOU**:

- Competitive benefits such as lunch cards, gym or wellness allowance.
- Flexible work-from-home options.
- Training allowances.
- Generous holiday days.
- Employee discounts and share incentives.

**What Type of Mark Will YOU Make?**

**Diversity, Equity & Inclusion at Johnson & Johnson Means "YOU Belong"**
For more than 130 years, diversity, equity, and inclusion have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo. We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences. That is why we are working to create an inclusive environment where diverse backgrounds, perspectives, and experiences are valued, and every one of our people feels that they belong and can reach their potential. No matter who they are.

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