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.

Responsibilities

  • 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)

  • Compliant Logs

  • Service Level performance

  • Order input accuracy

  • Number of Return orders processed

  • Zero base

  • Attend monthly review meeting

  • To undertake other responsibilities and duties assigned by Manager or business partner from time to time.

Qualifications

  • 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.

Primary Location

Malaysia-Selangor-

Organization

Johnson & Johnson Sdn. Bhd. (8275)

Job Function

Customer Service

Requisition ID

1700191073W