LIDER SENIOR DE SERVICIO AL CLIENTE

CUSTOMER SERVICE SENIOR LEAD Johnson & Johnson announced plans to separate our Consumer Health business to create a new publicly traded company. The process of the planned separation is anticipated to be completed within 24 months, and it will be subject to legal requirements including consultation with works councils and other employee representative bodies, if required, and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of a new entity within New Consumer Health and your employment would be governed by New Consumer Health’s employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by New Consumer Health at an appropriate time and subject to any necessary consultation processes. At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity. Diversity & 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. Our vision is to be the best-in-class Health & Wellness organization by leveraging the commercial strategy to deliver competitive advantage and value creation for the consumer, customer, and J&J. And as part of one of the largest and most diverse healthcare companies in the world, our brands leverage the company’s world-class research tools and scientific prowess to provide consumers across the globe with innovative consumer medicines, skin, baby, and essential health solutions. You deserve to work in a place where you feel well and welcome. Please visit https://www.jnj.com/healthcare-products/consumer for more information. We are searching the best talent for CUSTOMER SERVICE SENIOR LEAD to be in Bogotá, Colombia. Purpose: The Customer Service Sr Lead 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. You will be responsible for: People leaders are expected to uphold and model our standards for ethics and leadership and hold their team accountable as well. The CS Sr leader 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 understanding of the overall Deliver organizations. Meet all applicable Quality & Compliance requirements (SOX//HCC/QA, etc). Work in partnership with CS Manager, being the focal point and/or back up whenever necessary. The CS Sr Lead will be responsible for attracting, developing, and retaining CS talent, support constant technical training, and maintain a collaboration environment among CS employees. Qualifications Qualifications and requirements: University/Bachelor’s Degree or Equivalent 6-8 years of relevant experience Bilingual: Spanish & Portuguese is a MUST (English intermediate preferred) Ability to make quick decisions Technical skills: SAP, Salesforce Professional skills: Deal with multi-source of information; finance knowledge Soft Skills: Perform efficiently and effectively Assertive and effective communication (written and oral) Problem solver Accountability 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 Make diversity and inclusion Good interpersonal skills High energy and positive way of working MS Office Leadership & influence E2E Logistic knowledge Strategic capability mindset This position is eligible for Recolation for people from Brazil to Colombia (Talent Mobility) Primary Location Colombia-Distrito Capital de Bogotá-Bogotá- Other Locations Latin America-Brazil-São Paulo-São Paulo Organization Johnson & Johnson de Colombia S.A. (7755) Job Function Operations Requisition ID 2206058834W