Johnson & Johnson Surgical Vision, a member Johnson & Johnson's Family of Companies, is currently recruiting for a Manager, Customer Services Management position.
The Customer Services Manager will be leading and controlling all aspects of the function & for ensuring the service level are achieved. The CS Manager is encouraged to lead actively to promote a culture of operational excellence – by reviewing & analyzing operational performance, improving customer happiness, efficiency and quality in the interest of the business.
To strengthen our capability for e-commence and enhancing customer experience, seeking a new CS leader to identify on-line improvement opportunities, and develop customer experience strategies to increase customer loyalty.
Key duties and responsibility
Monitor key performance indicators & service level agreements on a regular daily/weekly/monthly basis as required
Ensure that targets are met & results are consistently achieved to a high standard of quality within the agreed timeframes
Provide recommendations and corrective action plans to improve off-target performance
Look at issues affecting business performance, and provide effective solutions
Review policies & procedures to ensure good practice approach, adopting a continuous improvement mindset.
Look to establish common procedures to streamline processes.
Work with the IT department to explore & develop new functionalities within SAP.
Responsible for project management.
Develop and maintain excellent cross-functional working relationships with other Business Managers
Maintain a close working relationship with our 3rd party partners, to ensure the smooth running of the day to day operations
Work to resolve any issues which may negatively impact the service we provided to our customers
Education and Experience:
At least 5 - 8 years experience of managing and directing teams
Good working knowledge of Microsoft Office suite applications
Knowledge & experience of SAP an advantage
Essential Skills and Abilities:
Self-motivated and proactive, anticipatory management approach
Strong interpersonal and motivational leadership skills
Excellent team player
Numerate and analytical
Exceptional organizational and time management skills
Confident and clear communicator
Proficiency in English and Japanese
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Primary Location Japan-Tokyo-To-Chiyoda-
Organization AMO Japan KK (8054)
Job Function Operations
Requisition ID 2105921060W