Johnson & Johnson Vision Care is the contact lens division of the largest and most comprehensive manufacturer of healthcare products in the world.
Johnson & Johnson Vision Care has established itself in 20 years as the world leader in contact lenses and its ACUVUE® brand is currently the No.
1 selling lens in the world and is distributed in over 70 countries worldwide. Customer Service Team Leader Czech Republic Location : Prague Full time permanent contract
Customer Service Team Leader will be leading a small, yet very experienced team in the area of customer services for our Vision Care division of Johnson & Johnson.
You will be leading a team of 4 people, responsible for delivery of customer services. We are looking for you if you have already previous experience in the area of team management of customer services, preferably within regulated industry.
Deliver on Customer Service key performance indicators and metrics with a team of four Customer Service Representatives (CSR’s) within quality, compliance and safety requirements
Motivate and coach a team of CSR’s to meet and exceed performance targets, goals & objectives and service level agreements
Ensure effective, proactive, and timely communication to all internal and external stakeholders of customer service-related issues
Provide reporting & analytics with the aim to optimize the Supply Chain relationship with customers and drive value-added services
Be the Voice of the Customer : including customer visits & trend analyses of Net Promoter Score (NPS) and service complaints
Conduct training, assessments and monitoring and provide constructive feedback to CSR’s
Ensure team members are up-to-date / trained with latest business critical information / requirements
Sales corrections (credit / debit notes) & returns / exchange management
Work as part of and lead internal project teams to realize initiatives to contribute to the team’s
Experience within a Customer Service environment, ideally within a regulated industry
Czech and English fluent spoken and written
Previous experience with team leadership / management
Proficient with MS Office Outlook, Word, Excel, PowerPoint
SAP or automated order entry (EDI / FTP) system knowledge is a big plus
Project Management experience is a plus as well
Personality wise :
We are looking for you if you are leader of your team able to manage, coach, motivate and develop your team members within matrix organization
If you have customer always on first place as we are customer focused organization
If you are able to organize your time and agenda with ability to prioritize
And if you are proactive and initiative in your job, investing time into quality communication and solving problems as well as able to handle escalations
We offer :
A challenging and interesting job in one of the biggest global healthcare companies
Extensive long-term opportunities for personal and professional development
Healthy and active work environment
Competitive salary based on experience and comprehensive benefits package : 5 Weeks of Vacation, Referral Award, Internet in the workplace, Global parental leave, MultiSport card, Refreshment in the workplace, Flu Vaccination, Free subscriptions to journals, Working Jubilee Gifts, Pension Contribution, Employee Assistance Program, Contribution for Public transport, Sodexo Flexipass, Meal vouchers, Contribution for Language study, Contribution for Illness leave, Life and Accident insurance, Flexible working hours, Home office, Notebook, Sickdays, Free sport activities, Corporate events
The benefits are regulated by internal policy which contains the full details regarding the entitlement and conditions for the benefits.