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DART CUSTOMER SERVICE SENIOR SUPERVISOR - 2406178177W

Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are more thoughtful and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/ .

Diversity, Equity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough!

“Reimagine the possibilities” at Johnson and Johnson Global Services employee with a focus on Customer Service. We live this motto every day by creating game-changing business solutions for the world’s largest and most broadly-based healthcare company.

We are searching for the best talent for DART CUSTOMER SERVICE SENIOR SUPERVISOR to be in BOGOTA, COLOMBIA.

As a member of our Global Customer Service team, you will have best-in-class access to a network of professionals located in over 60 countries. This new network will help you build on your current skills and explore opportunities to grow your career in J&J.

At J&J Global Customer Service, we value ideas for innovation and improvement and are committed to diversity and inclusion. Together we will reimagine business processes to become more effective, more efficient, and improve customer experience. We are proud to be an equal opportunity employer.

This role will be part of the Global Services Customer Service team under DART Structure -providing best-in-class, cost-effective Customer Service interactions, and compliance—in a J&J way—to our Operating Companies around the world. "

The Team Lead is responsible for working with teams to deliver superior, front line customer service by managing escalations, inquiries, and issue resolution in partnership with team members. Daily supervisor responsibilities include managing people , time, and tasks in accordance with safety, quality, compliance, and budget, as well as improving processes and driving operational effectiveness and efficiency with email order and inquiry management , developing team talent, and providing and evaluating metrics.

You will be responsible for ensuring customer satisfaction through effective management of workflow channels. Responsibilities include staff supervision , ensuring compliance to business and SOX requirements, daily workflow coordination and staff adherence, and cross functional relationship management . Ensure monthly Key Performance Indicators metrics are met/exceeded per established service levels and ensure staff compliance by providing training and coaching support. Additionally, they are responsible for creating and communicating business strategies, driving Cost Savings initiatives, and drive partnership alignment and harmonization to improve customer experience, productivity/cost management, and reduce quality and compliance risks.

The main responsibilities are:

Daily Operations:

• Provides leadership to team members and in support of achieving the goals and objectives of - service level agreements in accordance with defined processes (SOP’s), policies, quality controls, service quality guidelines and legal compliance activities. Maintains strong collaboration with internal CS - business partners,

• to ensure a positive customer experience.

• Supervise/Manage Customer Services processes, working closely with other areas to achieve business results. Support the achievement of company objectives through integration of plans, employee development, and utilization of resources and department processes. Ensures that daily service level commitments are adherence to, and escalations are mitigated.

• Adheres to budgeting plan -and implements costs controls to ensure budget parameters are met.

• Ensure adherence to all policies and procedures, service level agreements - and the compliance of transactions processed for accurate reporting in accordance S&OPs, SOX, SOD controls as well as Corporate Audit guidelines.

• Utilize reports and data to monitor performance in relation to workload, schedule adherence, attendance, handle times and other performance related metrics to ensure achievement of individual and department goals.

• Communicating business strategies and initiatives to drive partnership to improve client's experience, improve efficiency, and reduce risks in compliance and/ or quality.

• Demonstrate expertise in functional areas and business of company.

• Responds to and resolves complex and brought up customer issues.

• Ensures the capabilities of team are understood and in alignment with business needs, etc. and set appropriate expectations of capabilities and deliverables.

• Find opportunities and implement solutions that drive team and/or regional performance.

• Manage execution of the business continuity plan for daily business operations. Identify gaps in the process and deliver appropriate solutions while updating documentation accordingly.

• Ability to create and assess relevant reports and data.

• Review, address and respond appropriately and timely, for self and direct reports, to systems access, training, and other relevant requests.

• Develops and implements metrics and uses these as a significant input into driving efficiency and productivity, shares standard processes and benchmarks to enhance efficiency.

• Completes required compliance/assigned training by required due date.

People Leadership:

Owns people and performance management process for Customer Services team. Activities include:

• Provide direct supervision to team of 20 analysts (max).

• Conduct regular one-on-one meetings with each employee to ensure alignment to goals, objectives, and development plans.

• Lead and actively participate in CREDO activities, demonstrating leadership behaviors that create high employee engagement.

• Provide guidance, direction, development planning, and performance feedback on a regular basis to all team members, aligned with 5 Conversations, to ensure effective and productive work teams.

• Coach and mentor future leaders by identifying and championing high potential and impactful talent.

• Conduct recruiting, hiring and termination process in accordance with Human Resources policy.

• Challenge and motivate people to reach their highest potential, foster the continuous professional development and career growth of a diverse workforce.

• Strategic Talent Approach: Support a strategic and integrated talent agenda by proactively taking ownership and accountability for attracting, developing and retaining talent that drives value creation, including helping to foster a culture where every person feels included.

Project Management:

• Lead and/or participate in projects, participate on company task forces as assigned, demonstrating subject matter expertise of the Customer Services processes and policies.

• Influence broad array of senior stakeholders in key decision making.

• Use continuous improvement tools and methodology to evaluate, challenge and optimize business processes.

• Identify, analyze, and develop solutions for a wide variety of problems and issues that drive measurable improvement.

• Communicate in all directions to keep associates, peers, and Management informed of project status, process changes, and opportunities.

Qualifications

Love this role? See the requirements below!

• Bachelor degree or equivalent experience is required. Any postgraduate is a plus.

• Minimum of 6 years work experience in Customer Services, Project Management or related field required.

• English language proficiency

• Demonstrated people management and project management experience.

• Excellent organizational, verbal, and written communication skills.

• Solid problem solving and analytical experience.

• Prior working experience working in real-time environment, managing achievement of competing priorities and deadlines.

• Strong analytical and problem-solving skills are required, working knowledge of PE methodology, FPX and/or certification preferred.

• Demonstrated leadership as well as proven ability to develop and maintain effective business partnerships.

• Advanced Proficiency in MS Office applications, including EXCEL and Power Point.

• Business knowledge of other functional areas such as Sales & Marketing, E Commerce and Finance –

• Desired: SAP, Salesforce, SOX knowledge.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Primary Location Latin America-Colombia-Distrito Capital de Bogotá-Bogotá

Organization J&J Colombia S.A.S.

Job Function Customer Service Operations

Req ID: 2406178177W