Customer Service Representative Team Leader - Depuy Synthes - Leeds-00000JDQ
Description
DePuy Synthes Companies of Johnson & Johnson is the largest, most innovative and comprehensive orthopaedic and neurological business in the world.
DePuy Synthes Companies will offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials.
We are seeking a Customer Service Representative Team Leader to be based out of our Leeds office.
To provide leadership, management and development to the Customer Service Team to meet and exceed business objectives in a dynamic customer services environment. This will be achieved through effective coaching, training, managing, motivating and developing of the team.
Principal Accountabilities:
People management and development responsibility for the Customer Service Team
Will have specific responsibilities for meeting the service needs of all Customers
Achievement of the KPIs and service level agreements in order to support the Franchises in meeting their annual Business Plan
They are responsible for identifying and delivering new opportunities for the participating Franchises and managing positive change
Lead/participate in projects as required
Qualifications
Relevant commercial experience related role
Experience of supply chain/logistics
Proven ability to manage and develop people
Demonstrates strong leadership qualities
Strong communication skills at all levels, verbal and written
Ability to make sound judgements, demonstrates Credo values
Attention to detail – numerate and accuracy essential
Proven planning, organisation and administration
Self-motivated / Team player
Demonstrates commitment
Takes initiative / ownership
Persuasive and mature approach
Good knowledge of Microsoft Outlook and Excel essential
Able to work well in a pressurised and demanding environment
Positively support LEAN, 6S, process excellence / improvement
Takes personal responsibility for decisions and delivering results
The Customer Service Team consists of 42 employees:
Customer Service Representative (CSR) – Customer Service UK : Receiving telephone calls from customers (internal or external to J&J) regarding orders, quotes, or general queries and to provide support through specialist knowledge for specific Business Units. Receiving email/fax/postal requests from customers (internal or external to J&J) regarding orders, quotes, returns or general queries.
Senior Customer Service Representative (SCSR) – General duties of CSR with added responsibilities as designated by Team Leaders e.g. invoicing, Compliance review documents,
Team Leader/Coordinator : Responsible for managing the team of Customer Service Representatives, ensuring the provision of excellence in customer service, whilst supporting and developing the team to meet performance targets
The team recieves over 100,000 calls per annum, and support the processing of 130,000 telephone/paper orders, which account for sales of in excess of £200m across franchises within DePuy Synthes.
Primary Location:Europe/Middle East/Africa-United Kingdom-England-Leeds
Organization: Johnson & Johnson Medical Ltd. - fka -Ethicon Ltd. (7355)
Job Function: Administration
Description
DePuy Synthes Companies of Johnson & Johnson is the largest, most innovative and comprehensive orthopaedic and neurological business in the world.
DePuy Synthes Companies will offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials.
We are seeking a Customer Service Representative Team Leader to be based out of our Leeds office.
To provide leadership, management and development to the Customer Service Team to meet and exceed business objectives in a dynamic customer services environment. This will be achieved through effective coaching, training, managing, motivating and developing of the team.
Principal Accountabilities:
People management and development responsibility for the Customer Service Team
Will have specific responsibilities for meeting the service needs of all Customers
Achievement of the KPIs and service level agreements in order to support the Franchises in meeting their annual Business Plan
They are responsible for identifying and delivering new opportunities for the participating Franchises and managing positive change
Lead/participate in projects as required
Qualifications
Relevant commercial experience related role
Experience of supply chain/logistics
Proven ability to manage and develop people
Demonstrates strong leadership qualities
Strong communication skills at all levels, verbal and written
Ability to make sound judgements, demonstrates Credo values
Attention to detail – numerate and accuracy essential
Proven planning, organisation and administration
Self-motivated / Team player
Demonstrates commitment
Takes initiative / ownership
Persuasive and mature approach
Good knowledge of Microsoft Outlook and Excel essential
Able to work well in a pressurised and demanding environment
Positively support LEAN, 6S, process excellence / improvement
Takes personal responsibility for decisions and delivering results
The Customer Service Team consists of 42 employees:
Customer Service Representative (CSR) – Customer Service UK : Receiving telephone calls from customers (internal or external to J&J) regarding orders, quotes, or general queries and to provide support through specialist knowledge for specific Business Units. Receiving email/fax/postal requests from customers (internal or external to J&J) regarding orders, quotes, returns or general queries.
Senior Customer Service Representative (SCSR) – General duties of CSR with added responsibilities as designated by Team Leaders e.g. invoicing, Compliance review documents,
Team Leader/Coordinator : Responsible for managing the team of Customer Service Representatives, ensuring the provision of excellence in customer service, whilst supporting and developing the team to meet performance targets
The team recieves over 100,000 calls per annum, and support the processing of 130,000 telephone/paper orders, which account for sales of in excess of £200m across franchises within DePuy Synthes.
Primary Location:Europe/Middle East/Africa-United Kingdom-England-Leeds
Organization: Johnson & Johnson Medical Ltd. - fka -Ethicon Ltd. (7355)
Job Function: Administration