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Supervisor Customer Service - MedTech | Bogotá

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 smarter 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.

We are searching for the best talent for Supervisor Customer Service - MedTech | Bogotá

Description

The Customer Service 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.

Key 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.

Pre-Requisites:

- University/Bachelor's Degree or Equivalent

- 4-6 years of relevant experience

- Technical skills: SAP, Salesforce, etc

-...




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