В Johnson & Johnson открыта вакансия Руководитель клиентского сервиса.
Main responsibilities:
- Manage Customer Service Teams across 8 locations.
- Management of Customer Service Expense and Capital Budget and annual cost improvement program.
- Manage the day-to-day activities of Russia & Kazakhstan Customer service team. Tracking of CS KPIs, such as service level, order automation, inquiries & end user’s complaints.
- Develop good customer and employee relations.
- Setting year and long-term goals, development plans for Customer Service Department.
- Responsible for ensuring that the future strategy of customer Service is reviewed on a period basis and assessed to ensure that suitable benchmarking is taking place and it is set to support the strategy of the overall organization.
- Enable strong relationships and collaboration across functions as needed to provide logistics service to customers. The Manager will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between Customer Service and other key business units.
- Maintain quality & SOX compliance for CS organization.
- Responsible for driving value-added services at the customer touch points across the Order to Cash (OTC) experience.
Main duties include but not limited to:
- Drive data analysis to correlate Customer Satisfaction to sales revenue growth and using these insights to drive change through key projects.
- Drive efficiencies in CS team by identification of process gaps and bottlenecks at a Customer level and implementation of correction action steps.
- Coaches, counsels, and trains department personnel to improve effectiveness whilst maintaining the highest levels of customer care.
- Departmental goals and objectives setting in line with the overall EMA business and global Customer Service strategy. Lead and manage direct reports in achieving their goals and objectives as defined in their role and Responsibilities.
- Manage the co-ordination, escalation and resolution of activities impacting the performance and success of the supply chain process for relevant markets.
- Liaise with Distribution, Warehouse, Transportation, and Planning management to develop service improvements and resolve issues.
- Forecasting and planning – financial and human resource to ensure service levels are met and projects are delivered successfully.
Knowledge / Experience / Skills required:
- Minimum of Bachelor’s Degree or equivalent is a must.
- Proven ability to lead, manage and motivate staff – demonstrates an understanding of the value of empowerment and delegation.
- High degree of customer focus; an exemplar for the organization.
- Proven ability to act as Team Player.
- Ability to manage complexity to include proactive approach to problem solving e.g. root cause analysis and re-engineering where appropriate.
- Demonstrated innovation skills and commitment to continuous quality improvement.
- Familiar with financial and operational analysis.
- Decision making skills – strategic level.