Vision Customer Service Team Leader

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Istanbul, Turkey

Job Description:

About Vision

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

Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

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

We are searching for the best talent for Vision Customer Service Team Leader in Istanbul, Turkey.

Job Purpose

To lead, motivate and monitor the team to ensure optimum performance. To lead and develop the Vision Customer Services team to exceed Customer Service KPIs, driving continuous process improvement and delivering key strategic initiatives. To ensure that all team members are fully trained and have the adequate knowledge and skills to perform their duties and to offer customers a differentiated customer experience. The Team Lead provides elevated leadership support by influencing cross-functional partners, guiding process enhancements, and ensuring the team operates at the highest standard to support Johnson & Johnson Vision’s commercial strategy.

The responsibilities & Impact you will have:

• Motivate and mentor a team to meet/exceed performance targets, goals and objectives and service level agreements.
• Ensure effective, proactive and timely communication to all internal and external partners of customer service-related issues.
• Proactively engage with the commercial teams within each market, with view to ensuring ongoing collaboration/alignment between Supply Chain and Commercial
• Shape and deliver key strategic projects within markets, including order automation, touchless ordering with a view towards driving change and efficiencies.
• Shape overall customer service experience, through continuous alignment with markets, customers, and the business. In this way continue to both lead and motivate change to support evolving customer expectations.
• Drive and innovative and collaborative culture across markets, with a commitment to delivering an outstanding quality of customer service
• Deliver results through aligning with Safety and Quality regulations, trough ensuring teams are fully trained and adhering to all procedures.
• Liaise with Distribution, Warehouse and Transportation management to develop service improvements and issue resolution.
• Coach and develop a strong leadership-based team across markets who have ability to manage the day-to-day activities.
• Act as back-up support to team leaders within the region and the Customer Service Managers

Experience, skills & proficiencies required:

Essential:

• Experience within a Customer Service environment, within a regulated industry.

• Fluency in Turkish and English, written and verbal.

• Proven ability to manage, motivate and effectively communicate to team members in a matrix environment

• High degree of customer focus

• Proactive and creative approach to problem-solving and complaint handling/escalation

• Ability to effectively balance cross-functional stakeholder needs

• Exceptional time management

• Self-motivated, accustomed to a high degree of responsibility

• Excellent computer skills and proficiency in Microsoft Office

• Effective Communication skills in both written and verbal

• Able to work well under pressure and in a fast-paced environment

• Ability to adapt / prioritize and manage team and personal workload

Desirable:

• Proficiency in SAP; automated order entry (EDI/FTP)

• Contact center leadership experience

• Background in a Supply Chain environment

• Understanding of business strategy and specifics of the country

Leadership Behaviors Required

• LIVE OUR CREDO: Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and ensures everyday actions contribute to Our Purpose

• CONNECT: Builds internal and external relationships based on respect, collaborates openly across boundaries and acts as a team player.

• SHAPE: Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.

• Grow: Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.

What type of mark will YOU make?

By joining Johnson & Johnson you will find boundless opportunities to craft your path & amplify your impact inside & outside our walls. And with our commitment to be the world’s healthiest workforce you can strengthen your body as well and your mind. When you work with us you can touch over a Billion lives worldwide every day. And when you apply your talent to our collective purpose there’s no end to the lasting impact we can make together. And that changes everything.

What’s in it for YOU?

It’s vital to us that you feel you can bring your whole self to work; at J&J we provide an environment for you to fulfil your career aspirations as well as promoting your physical and mental wellbeing. You will receive a competitive wage and benefits package as well as benefits that can be tailored to what is valuable to you throughout different stages of your life. Examples of this include online Digital GP, private healthcare, Retail Vouchers, Discounted & Subsidized Gym memberships and you can get to support community projects as part of our global Corporate Social Responsibility program.

Required Skills:

Preferred Skills:

Coaching, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Omni-Channel Support, Process Oriented, Self-Service Tools, Service Excellence, Service Request Management, Standard Operating Procedure (SOP)