Job description    2021-04-07

Job title – Customer Service Team Leader GCF - 26 Location: Leeds
About us: The DELIVER organization strives to deliver an extraordinary customer experience through leading critical customer-facing functions such as distribution, customer service, logistics, and transportation across the Johnson & Johnson Family of Companies.
DELIVER supports all three sectors of Johnson & Johnson: Medical Devices, Pharmaceutical, and Consumer Products, and DELIVER EMEA leads a complex network of Distribution centers (DCs) and Customer Service centers across Europe, the Middle East, and Africa supporting multiple distribution channels to J&J’s broad range of customers. Since 2013, DELIVER has undertaken a complete review of its network and consolidated its footprint while driving best-in-class distribution operations and using a third-party logistics sourcing base.
Key Responsibilities: A vital part of any collaborative team is effective management driven by honesty, integrity and a real sense of customer focus and satisfaction. As a Customer Service Team Lead within the customer function you will lead a dedicated customer service team and represent the wider function externally. Lead key cross-functional processes (e.g. SC, S&OP) Manage risk effectively and establish robust BCP across the network Enhance customer experience with new collaboration service offerings Cultivate and attract diverse talent with deep domain expertise Build an agile culture and mentality with clear accountability and decision making Optimization of digital flow for Customer Experience Automation and machine learning, BOTS, Electronic Case Management, Lead and support a culturally diverse team Drive self-service through automation channels to improve order accuracy Lead and deliver organisational change Action Credo Survey feedback in identified areas of opportunity Expected to be proficient in all transactional processes performed by direct reports and have a detailed understanding of the overall Customer Logistics and Service (CLS) and Customer Service (CS) organizations. Monitor team efficiency and effectiveness based on pre-determined organization performance metrics.
Qualifications
Experience, skills & proficiencies required: Excellent communication skills, both verbal and written, well organised, numerate Thrives at responding to customer needs and requirements Proven experience in Customer Services, principally in telephone work, with a Customer first mind set. Excellent organisational skills, plan workload and prioritise effectively to ensure a robust team culture is created Proven ability to establish and grow customer relationships over the telephone and in person, a key element of the role is to interact on site with customers You are a self-motivated, committed teammate; willing to adopt a collaborative approach who thrives with an ambitious and fast paced environment Strong collaboration skills and ability to build partnerships internally and externally Change management experience and influencing interpersonal skills Proven ability to manage and develop people Use of Performance Management process Track record of leading or influencing teams and driving results
Closing date – Tuesday 13th April 2021
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. When you work with us you can touch over a Billion lives worldwide every day. And when you apply your talent to our collective purpose there’s no end to the lasting impact we can make together. And that changes everything.
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 get to support community projects as part of our global Corporate Social Responsibility programme.
What we’re about: We are passionate about our work and play vital roles across a range of professional disciplines, and care deeply about our customers and communities. At Johnson & Johnson our culture enables dynamic and impactful careers. We share a kind of DNA where we’re each Committed to caring Responsible to our communities Ready to apply our knowledge and know-how Unique in our background and experiences The drivers of our own success Passionate about doing what’s right
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified individuals will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #LI-MLLOYD9

Primary Location
United Kingdom-England-Leeds-
Organization
Johnson & Johnson Medical Ltd. - fka -Ethicon Ltd. (7355)
Job Function
Operations
Requisition ID
2105916644W

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