Team Leader, Apac Customer Care Centre

2 weeks ago

Petaling Jaya, Malaysia Johnson & Johnson Full time

**Position Summary**:

- Johnson & Johnson Medtech is recruiting for a Team Leader, APAC Customer Care Centre, located in Pinnacle Sunway (KL Hub).
- The CS Team Leader is responsible for leading teams of CS Coordinators for responsible market to perform transactional services to customers and other CS stakeholders.
- The CS Team Leader is expected to be proficient in all transactional processes performed by direct reports and have a thorough understanding of the overall Distribution & Logistics and Customer Service (CS) organizations. The Team Leader is expected to enable strong relationships and collaboration across functions as needed to provide service to customers.
- Individual will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between Customer Service and other key business units, including Supply Chain, Commercial, Finance and Shared Services.
- The CS Team Leader will monitor team efficiency and effectiveness based on pre-determined organization performance metrics. The Supervisor reports to a CS Manager and escalates complex customer issues as needed.
- The CS Team Leader will be responsible for attracting, developing, and retaining CS talent, support constant technical training and maintain a collaboration environment among CS employees.

**Key Responsibilities**:

- Responsible for the customer service inventory management process.
- Provides oversight for order management, inquiry management, and invoice management activities performed by Customer Service Representatives.
- Monitoring daily/weekly/monthly operational BAU of the KL Hub to ensure that all defined KPI’s (department & CS Rep level) as achieved.
- Handle all escalated internal/external customer issues that cannot be supported by CS Representatives.
- Optimize resource allocation based on the forecasted transaction volume and CSR’s performance/capabilities.
- Multitask and upskill the team to support added task such as follow-up with warehouse on any ad hoc cases, attend operational forums as a spokesperson on behalf of the CS Manager.
- Review current processes and streamline them based on best approach/practices.
- Drive service quality by providing training and coaching for CS rep.
- Network/interact with all relevant stakeholders within the respective market in order to strengthen work relationship and build agility.

**Qualifications**:

- University/Bachelor’s Degree or equivalent experience
- Generally, requires 5-7 years related experience
- Cross-Functional & Cross-Sector Exposure/Experience
- Experience and exposure to functions outside of JJCS, with relevant exposure to enterprise-wise initiatives
- Exposed to Project Management skills
- Technical skills: MS Office, SAP, J&J Customer Connect
- Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications, People leadership.

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