J&J Family of Companies Customer Service Manager - Medical devices, Russia & CIS in Russia

Johnson & Johnson Family of Companies is looking for a strong candidate for Customer Service Manager role for Medical Devices Division located in Moscow.

Customer Service Manager is responsible for ensuring customer satisfaction through the effective management of the customer service function; accountable for planning, organizing, and directing staff in providing timely responses to customer inquiries and resolving customer issues; responsible for receiving, processing and recording customer orders. Also accountable for structure development and evaluation to maintain a high level of customer satisfaction.

Duties & Responsibilities:

  • Manage the day-to-day activities of customer service staff

  • Coaches, counsels and trains department personnel to improve effectiveness whilst maintaining the highest levels of customer care

  • Setting long term goals, development plans for Customer Service Department

  • Collects data and prepares reports for senior management in proper format

  • Works with internal groups (e.g. Contracts, Compliance, Accounting, etc.) to ensure all Customer Service processes are aligned with company objectives

  • Surveys the customer base to measure customer satisfaction relating to the sales process, product pricing, quality and support

  • Advises management of changing needs of customer base and recommends process changes to accommodate customer requirements

  • Drive efficiencies in CS team by identification of process gaps and bottlenecks at a Customer level and implementation of correction action steps

  • Identify and implement required system changes

  • Evaluates and reports on customer survey results to determine process improvement opportunities

Qualifications

Requirements:

  • University/Bachelor’s Degree or Equivalent

  • Generally requires 3-4 years related experience

  • 2+ years of people management experience - obligatory

  • Ability to work in a fast and dynamic organization while maintaining strong controls over details to support decisions

  • Demonstrated passion for excellence with respect to treating and caring for the customers and high level pro-activeness

  • Be effective in structuring, analyzing and understanding data

  • MS Excel advanced user

  • Knowledge of SAP as a plus

  • Upper-intermediate level of English - obligatory

  • Fluency in Russian

Primary Location

Russia-Moscow-

Organization

J&J LLC Russia (8431)

Job Function

Customer Service

Requisition ID

000019RW