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: Prague, Czechia Job Description: Johnson & Johnson Vision Care is recruiting for  Customer Service Team Leader  to be located in  Prague, Czech Republic.     About Vision Care 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 . 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 organization.  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