Customer Service Sr. Supervisor - Bogotá Colombia

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

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
People Leader

All Job Posting Locations:
Bogotá, Distrito Capital, Colombia

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness.

Learn more at https://www.jnj.com/medtech

We are searching for the best talent for our Customer Service Senior Supervisor.

Purpose: The Customer Service - Regional -Sr 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 Sr 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, propose solutions and influence so that issues are resolved as soon as possible.

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

·       Prepares budget recommendations.

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.

·       Advises management regarding any customer changing need and recommends process changes to accommodate customer requirements.

·       Expected to have a thorough...