Customer Services Admin Lead

3 weeks ago

Wokingham, United Kingdom Johnson & Johnson Full time

Johnson & Johnson Medical Ltd. is recruiting for a Customer Services Admin Lead. The position will be based in Wokingham, UK.

Job purpose is to lead, empower and supervise the team to ensure optimum performance. To lead the Customer Services Back Office team towards ensuring all critical metrics met/exceeded. Areas include managing customer relationships, processing orders, inquiries, and complaints handling across multiple channels. To ensure that all members of the team are fully trained and have the adequate knowledge and skills to perform their duties and to offer customers a differentiated customer experience.

To provide Back Office supervisory and leadership support for the market, while being an advocate for the customer across the organisation. Drive first contact resolution and improve the customer experience, by effectively leading various communication channels.

**Responsibilities**:
**In your day-to-day job you will**:

- Deliver on Back Office key performance indicators and metrics within quality, compliance, and safety requirements.
- Empower and mentor a team of CSAs to meet and exceed performance targets, goals & objectives, and service level agreements.
- Ensure effective, proactive, and timely communication to all internal and external partners of customer service back office-related issues.
- 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 strive to optimize the Supply Chain relationship with customers.
- Conduct training, assessments and monitoring and provide constructive feedback and mentor.
- Ensure team members are trained with the latest business critical information / requirements.
- Lead all aspects pertaining to workforce management, including forecasting, and attendance.
- Complaint handling: resolve 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 lead the customer relationship.
- Communicate, demonstrate, and encourage in others Johnson & Johnson Credo values.
- Act as back-up support to other team leaders within the region and the Customer Service Managers.

**Qualifications**:
**We would love to hear from you, if you have the following l requirements**:

- A minimum of a Bachelor’s Degree in Engineering, Science or equivalent technical discipline is required.
- Strong knowledge of Microsoft Office tools.
- Good written and verbal communication skills in English (knowledge of Dutch is a strong preference).
- A quality atitude, keeping customer requirements in mind.
- Ability to flexibly support shifting priorities.
- Experience working with Quality Systems document (Truvault) and training (SUMMIT) management systems is a plus.
- Knowledge of cGMP regulations and FDA/EU guidance is a plus.

**Essential**:

- Experience within a Customer Service environment, ideally within a regulated industry.
- Proficiency in English.
- Consistent track record to lead, empower and effectively communicate to team members.
- High degree of customer focus.
- Proactive and creative approach to problem-solving and complaint handling/customer concern.
- Ability to effectively balance cross-functional partner needs.
- Outstanding time management.
- Self-motivated, accustomed to a high degree of responsibility.
- Excellent digital literacy and proficiency in Microsoft Office.
- Effective Communication skills in both written and verbal.
- Able to work under pressure and in a fast-paced environment.
- Ability to adapt / prioritise and develop team and personal workload.

**Desirable**:

- Proficiency in SAP; automated order entry (EDI/FTP).
- Contact centre leadership experience.
- Background in a Supply Chain environment.
- Understanding of the Eye Care Profession (ECP), or experience of working with ECP’s advantageous.
- Proficiency in any other language.

**What type of mark will YOU make?**

By joining Johnson & Johnson you will find boundless opportunities to craft your path & amplify your impact inside & outside our walls. And with our commitment to be the world’s healthiest workforce you can strengthen your body as well and your mind.

**What’s in it for YOU?**

It’s vital to us that you feel you can bring your whole self to work; at J&J we provide an environment for you to fulfil your career aspirations as well as promoting your physical and mental wellbeing. You will receive a competitive wage and benefits package as well as benefits that can be tailored to what is valuable to you throughout different stages of your life.

Examples of this include online Digital GP, private healthcare, Retail Vouchers, Discounted & Subsidised Gym memberships and you can ge

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