Customer Service Team Coordinator / Leader

Customer Service Team Coordinator / Leader

Johnson & Johnson Vision is recruiting for Customer Service Team Coordinator / Leader to be located in Istanbul, Turkey. 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.

Purpose: To lead, motivate and monitor the team to ensure optimum performance. To lead the Customer Services team towards ensuring all KPI's for Customer Service met/exceeded. Areas include managing customer relationships, processing orders, inquiries, and complaints handling across multiple channels. 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. To provide front line supervisory and leadership support for the market, while being an advocate for the customer across the organisation. Liaise with Commercial Account Managers and other internal stakeholders to ensure full awareness of any customer supply chain issues. Effectively manage the customer relationship and communication channels.

You will be responsible for: Main duties include, but not limited to:

• Deliver on Customer Service key performance indicators and metrics with a team of Customer Service Relationships (CSR) within quality, compliance and safety requirements.
• Motivate and coach a team of CSRs 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.
• Establish professional development plans, goal setting and mid- and end-of-year performance reviews.
• Provide reporting & analytics with the aim to optimize the Supply Chain relationship with customers and drive value-added services.
• Conduct training, assessments and monitoring and provide constructive feedback and coaching to CSR's.
• Ensure team members are up to date/trained with latest business critical information/requirements.
• Work collaboratively with the market's Commercial management team to ensure adequate Customer Service support.
• Manage all aspects pertaining to workforce management, including forecasting, recruitment, and attendance.
• Complaint handling: resolve escalated customer complaints related to orders, products, medical issues, policies and other business activities.
• Maintain comprehensive product, system, and commercial knowledge and soft skills within the team of CSRs, so they can engage the customer and manage the customer relationship.
• Communicate, demonstrate and inspire in others Johnson & Johnson Credo values.
• Act as back-up support to other team leaders within the region and the Customer Services Managers.

Qualifications / Requirements: Experience within a Customer Service environment, ideally within a regulated industry. Fluency in both 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. Team player. Sound administrative skills. Excellent communication skills. Able to work well under pressure. Exceptional time management and organizational skills. Self-motivated, accustomed to a high degree of responsibility. Business proficiency in the Microsoft Office suite of software.

Good To Have: Proficiency in SAP; automated order entry (EDI/FTP). Contact centre leadership experience. Background in project management.