Team Lead, Customer Service | Markham, Ontario, Canada at Johnson & Johnson

Markham, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, MedTechIndustries

Requirements

High school diploma or equivalent experience
Minimum 5 years of customer service experience

Responsibilities

Leading a small group of CSRs
Coordinate work schedules and ensure shift coverage to support the business requirements
Support Sales Order Management processes in compliance with business policies, SOPs, and SOX regulations
Develop and maintain relationships with internal teams (Sales & Marketing, Supply Planning) and key customers
New hire training and assist other CSRs by providing support for difficult or complex inquiries
Manage first-level escalations; respond to customer complaints promptly and communicate with relevant parties; ensure timely resolution
Provide support with training and documentation to ensure accuracy and revisions are current
Deliver outstanding customer support by analyzing and responding to customer and sales team needs
Support departmental projects by participating in meetings and testing activities for new product initiatives, approved system enhancements and continuous improvement initiatives
Support the processing of orders from entry through shipment and invoicing; handle inquiries and returns from internal and external customers via voice, fax, and email
Help resolve issues on quality, availability, substitutions, inventory, pricing, billing, invoices, and carrier concerns
Handling progressively challenging tasks for personal development
Performs other related duties as assigned by management

Skills

Customer Service

Team Leadership

Operations Management

Customer Management

Vision Care

Johnson & Johnson

Healthcare products in pharmaceuticals and devices.

About Johnson & Johnson

Johnson & Johnson operates in the healthcare sector with three main areas: pharmaceuticals, medical devices, and consumer health products. In the pharmaceuticals segment, the company develops prescription drugs for various medical conditions such as cancer and infectious diseases. The medical devices segment provides products used in surgeries and other medical procedures, while the consumer health segment offers over-the-counter products, including baby care and personal health items. Johnson & Johnson generates revenue through direct sales and partnerships, and it invests significantly in research and development to create new products that meet the needs of consumers and healthcare providers. The company stands out from competitors by emphasizing diversity, equity, and inclusion in its workplace, fostering an environment where employees can share their perspectives. Its goal is to improve patient outcomes and enhance the overall health and well-being of individuals globally.

New Brunswick, New JerseyHeadquarters

1886Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

J&J faces a class action lawsuit in Australia over ineffective cold and flu medications.

Former J&J executives joining other firms could lead to increased competition.

Ongoing legal battles, like the lawsuit against Cigna, pose financial liabilities for J&J.

Differentiation

J&J operates in three segments: pharmaceuticals, medical devices, and consumer health.

The company invests heavily in R&D for innovative medical solutions and products.

J&J is committed to diversity, equity, and inclusion in its workplace culture.

Upsides

J&J's collaboration with Helsinki University Hospital focuses on value-based healthcare models.

The rise of personalized medicine offers J&J opportunities in targeted therapies.

Increased focus on digital health solutions presents expansion opportunities for J&J.

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