Customer Service - Regional Supervisor

Overall purpose of job:

The Customer Service - Regional -Supervisor is responsible for responding to customer inquiries and resolving customer complaints.

Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing.

Accountable for planning, organizing, and directing staff in providing timely responses to customer inquiries and resolving customer issues.

Essential duties and responsibilities:



* People leaders are expected to uphold and model our standards for ethics and leadership and hold their team accountable as well.


* The CS Supervisor will monitor team efficiency and effectiveness based on pre-determined organization performance metrics, meeting business goals.


* Investigates and resolves escalated or complex customer complaints regarding billing, shipping delays and products.


* Ensure training staff to respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.


* Monitors order processing for accuracy.


* Keeping documents up to date as well as ensuring knowledge transfer for CS Specialists.


* Identify opportunities in our processes and systems and propose solutions.


* Participate actively in CS business meetings, sharing new ideas/strategies to leverage our service.


* Implements cost controls to ensure budget parameters are not exceeded.


* Partner with Deliver to define action plans based on customer experience and post interaction survey's results.


* Meet all applicable Quality & Compliance requirements (SOX//HCC/QA, etc).


* The CS Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical training, and maintain a collaboration environment among CS employees.

Special requirements:


* Bilingual: Spanish & Portuguese (English preferred)


* Ability to make quick decisions


* Assertive and effective communication (written and oral)


* Problem solver and a ccountability


* Positive and clear thinking and not easily frustrating


* Ability to think ahead and manage time properly


* Strong team building orientation


* Strong analytical capabilities


* Emotional intelligence


* Attention to detail


* MS Office

Other features of the job:


* University/Bachelor's Degree or Equivalent


* Generally, requires 4-6 years related experience


* Function-wide Initiative(s)


* Cross-Functional Experience (internal & external to the Customer Service Organization)


* Cross-Sector Exposure/Experience


* Enterprise-wide or sector-wide JJCS Initiative(s)


* Exposure/Experience in functions external to Customer Service Organization (internal & external to J&J)


* Project Management Experience


* Regional/ Global Experience


* People Development