J&J Family of Companies Customer Service Team Lead in Malaysia
Responsible for ensuring customer satisfaction / service level through the effective management of the Customers’ order processing function. Accountable for planning, organizing, and guiding team in providing timely responses to customer / CD team’s inquiries and resolving Order to Cash (OTC) process issues. Continuously enhancing order processing systems and tools.
Supervised the day-to-day order management activities of CS team
Monitor “Order To Cash” process related activities compliance to business procedures and workflows
Advises management of changing needs and recommends process changes to accommodate customer requirements
Responds to and resolves complex customer complaints
Assists in the development of business objectives, policies and procedures
Coaches and motivates the team
Main reference person in handling Credit note/Debit note on Price adjustment
Back up person in:
Monitoring discount set up
Answering calls from ECPs
Order management/Order Processing
Ensure ECPs special requirement (eg: same day delivery, bulk order…etc) fulfilled
Main person to manage adhoc or special requirements
Liase with CDM/Warehouse/Credit Department for bulk order urgent delivery arrangement
Manage Compliant Logs from ECPs/Customers (eg: damages, short shipped, Wrong items..etc)
Collects and prepares routine monthly reports for management review:
Number of Orders processed
Number of Order Lines processed
Inbound and Outbound calls (eg: number of call received, average talk time..etc)
Service Level performance
Order input accuracy
Number of Return orders processed
Attend monthly review meeting
To undertake other responsibilities and duties assigned by Manager or business partner from time to time.
Candidate must possess at least Bachelor's Degree in any field.
At least 5 Year(s) of working experience in the related field is required for this position.
Preferably Manager specialized in Customer Service or equivalent.
Must be able to speak fluently in English and Bahasa Malaysia.
Preferably has managed a call center or previously a team lead in local call centers.
Must have experience in reporting and SAP knowledge.
Johnson & Johnson Sdn. Bhd. (8275)