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Description

Johnson & Johnson is recruiting a CUSTOMER SERVICE MANAGER LATAM in Bogota, Colombia.

- The Customer Service Manager is responsible for providing oversight for all Customer Service Center resources.
- Individual will provide strategic insights on customer needs and manage escalated issues from the Customer Service Supervisors and staff.
- The Manager will be knowledgeable of all transactional processes performed by direct reports, and have a thorough understanding of the overall Logistics and Customer Service (CS) organizations.
- The Manager is expected to enable strong relationships and collaboration across functions.
- 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, Finance, Commercial, and Shared Services.

Key Responsibilities

- Responsible for overseeing the Customer Service transactional processes related to Order entry and returns y/o rejections management.




- Provide oversight for the resolution of customer needs.
- Responsible for maintaining compliance & quality and consistency with customer interactions executed by Customer Service Specialist and Supervisors.
- The Customer Service Manager will monitor team efficiency and effectiveness based on pre-determined organization performance metrics.
- Drive performance & metrics implementation

Individual will manage a team of professionals by attracting talent, developing talent, and retaining talent through transparent conversations with employees.

Qualifications : Education level : Required University/Bachelor’s Degree or Equivalent & MASTER’S degree/MBA preferred : Languages : Advanced: Spanish and English & Fluent: Portuguese : Years of Experience : +10 years relevant experience : Required Skills :

- +10 years relevant experience :

- Experience in Medical Industry :

- Customer relationship & stakeholders management :

- Strategic thinking : Preferred Skills :**:

- Deal with multi-source of information :

- Regional/ Integral Experience :

- Data management :

- Visionary who brings industry trends in customer service :

- Simplification/integration process experience :

- Management of SOX audit process :

- Logistics End-to-End process understanding :

- Analytics & problem solving :

- People management experience :

- Ability to influence & make decisions :

- Financial management & budgeting management :

- Project management & Change management experience :

📌 Customer Service Manager Latam (Bogotá)
🏢 johnson e johnson
📍 Bogotá