Customer Service Team Lead

4 weeks ago

Dublin, Dublin City, Ireland Johnson & Johnson Full time

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Dublin, Ireland

Job Description:

We are searching for the best talent for the Customer Service Team Lead (Italy, Nordics) role to be in Dublin, Ireland.

About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

As a Customer Service Team Lead, you will be responsible for:

Team Building

  • Build a cohesive and high performing team of CSAs

  • Motivate and lead team, providing regular briefing / news meetings

  • Implement and execute Human Resources procedures and policies

  • Participation in selection and recruitment of staff

Training and Development

  • Set individual goals and objectives, conduct and monitor performances on a regular basis

  • Ensure continuous development of CSAs, including coaching & personal development

  • Work closely with the training Manager to develop and implement training for new and existing staff

Customer Relations / Commissionaire Interfaces

  • Ensure agreed service levels to the Commissionaires

  • Implement and measure performance indicators that are critical to customer satisfaction

  • Monitor service level agreements & produce statistical analyses of team activities. Report to management on same

  • Liaise with the Commercial teams to understand market strategies; will be responsible for dealing with escalations

  • Attend sales Force meetings as required

  • Ensure Third Party Distributors perform according to their contracts as they relate to Customer satisfaction

  • Meet QA and Finance compliance requirements- attend audits as required

  • Involvement in special projects

Qualification:

  • Bachelor's degree in Business, Supply Chain, Management or related discipline.

Requirements:

  • Minimum 3-5 years' work experience in a Customer Service environment

  • People management experience is an advantage but not essential

  • Fluent English is a must, any other European Language would be an advantage, Italian preferred

  • Computer knowledge: Windows application, Microsoft Word/Excel/ PowerPoint to an advanced level

  • People Management interest

  • SAP and operational knowledge is an advantage

Note:

Responsibilities and accountabilities will vary for all positions and the scope of individual roles may not be limited to the contents of this position description. Procedures will define responsibilities from time to time and each manager is responsible for complying with these processes, which supplant any responsibility outlined within. As such, adherence to company procedures is also a responsibility of any roles encompassed within this Job Position Description.

Join us in crafting the future together—apply now and take the next step in your career with us #RPOAMS

#LI-Hybrid

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