CLS North America, Customer Support Supervisor (CSS)-8073141029
Description
Customer Support Services is the centralized customer service function for the U.S. Customer Experience team managing $25B sales on behalf of 16 J&J franchises, within the US Medical Device & Diagnostics and Pharmaceutical sectors. We are currently recruiting for a Supervisor, Customer Support to be located in Piscataway, NJ.
Customer Support Services Supervisor has responsibility for providing leadership and management directly to an average team of 12-14 associates which may span across several physical locations, in support of achieving goals and objectives of the US Region. The Supervisor is responsible to lead and coach teams to deliver superior, front-line customer service by managing orders, inquiries and issue resolution for internal and external customers (hospital, distributor, Field Sales). Daily supervisor responsibilities include managing people, time and tasks in accordance with safety, quality, compliance, and budget, as well as improving business processes, managing all order channels, managing e-commerce activities, developing team talent, and providing and evaluating metrics. Supervisors are responsible for managing customer relationships across business specialty areas with Operating Company business partners, Franchise Liaisons, Distribution Centers and other relevant functional areas. Serves as a liaison to supported franchises for all order management and customer service related activities. Participates in or leads cross-functional initiatives within the order-to-cash process scope.
Qualifications
A minimum of a Bachelor's degree and 6 years work experience in Customer Service, Accounts Receivable, Distribution, Operations, Supply Chain or related field required or 3 years work experience in Customer Service, Accounts Receivable, Distribution, Operations, Supply Chain or related field required with a Master’s degree. Demonstrated experience influencing and negotiating teams, without direct line authority or directly managing and developing individuals is required. Proficiency in Microsoft Office application required. Experience partnering with Distribution, Sales, Operations, or Transportation is a plus. Working knowledge of PE methodology and/or certification preferred. Experience working in healthcare is a plus.
Demonstrated excellent organizational, verbal and written communication skills required. Prior working experience in real-time environment, managing achievement of competing/changing priorities and deadlines required. Strong analytical and problem solving skills are required. Demonstrated leadership as well as proven ability to develop and maintain effective business partnerships.
This position will be based in Piscataway, NJ and will require 10% domestic travel. This facility is open from 8:30AM-6:30PM and will require you to work rotating morning or evening shift.
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Primary Location:North America-United States-New Jersey-Piscataway
Organization: Johnson & Johnson HCS Inc. (6077)
Job Function: Customer Service
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