Job Information
J&J Family of Companies Team Leader, APAC Customer Care Centre in Selangor, Malaysia
Team Leader, APAC Customer Care Centre - 2406179244W
Description
Position Summary:
Johnson & Johnson Medtech is recruiting for a Team Leader, APAC Customer Care Centre, located in Pinnacle Sunway (KL Hub).
The CS Team Leader is responsible for leading teams of CS Coordinators for responsible market to perform transactional services to customers and other CS stakeholders.
The CS Team Leader is expected to be proficient in all transactional processes performed by direct reports and have a thorough understanding of the overall Distribution & Logistics and Customer Service (CS) organizations. The Team Leader is expected to enable strong relationships and collaboration across functions as needed to provide service to customers.
Individual will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between Customer Service and other key business units, including Supply Chain, Commercial, Finance and Shared Services.
The CS Team Leader will monitor team efficiency and effectiveness based on pre-determined organization performance metrics. The Supervisor reports to a CS Manager and escalates complex customer issues as needed.
The CS Team Leader will be responsible for attracting, developing, and retaining CS talent, support constant technical training and maintain a collaboration environment among CS employees.
Key Responsibilities:
Responsible for the customer service inventory management process.
Provides oversight for order management, inquiry management, and invoice management activities performed by Customer Service Representatives.
Monitoring daily/weekly/monthly operational BAU of the KL Hub to ensure that all defined KPI’s (department & CS Rep level) as achieved.
Handle all escalated internal/external customer issues that cannot be supported by CS Representatives.
Optimize resource allocation based on the forecasted transaction volume and CSR’s performance/capabilities.
Multitask and upskill the team to support added task such as follow-up with warehouse on any ad hoc cases, attend operational forums as a spokesperson on behalf of the CS Manager.
Review current processes and streamline them based on best approach/practices.
Drive service quality by providing training and coaching for CS rep.
Network/interact with all relevant stakeholders within the respective market in order to strengthen work relationship and build agility.
Qualifications
University/Bachelor’s Degree or equivalent experience
Generally, requires 5-7 years related experience
Cross-Functional & Cross-Sector Exposure/Experience
Experience and exposure to functions outside of JJCS, with relevant exposure to enterprise-wise initiatives
Exposed to Project Management skills
Technical skills: MS Office, SAP, J&J Customer Connect
Office skills: Standard office telephone, Email, Outlook
Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications, People leadership.
Primary Location Asia Pacific-Malaysia-Selangor-Petaling Jaya
Organization Johnson & Johnson Sdn. Bhd. (8275)
Job Function Customer Service Operations
Req ID: 2406179244W