Customer Service Supervisor

Описание

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Johnson & Johnson MedTech is looking for a candidate for Customer Service Supervisor (temporary contract) based in Moscow. Responsibilities Lead the Customer Service team by setting goals and objectives, establishing priorities, monitoring performance, developing team members, and providing regular feedback. Organize and oversee the team’s day-to-day operations, ensuring consistent service levels and achievement of key performance indicators (KPIs). Monitor customer satisfaction, analyze customer feedback, and develop initiatives to continuously improve service quality. Collaborate regularly with external customers and internal stakeholders, including Sales, Logistics, Finance, Accounting, and Credit Control. Oversee the handling of customer complaints and claims, working closely with cross-functional teams to identify root causes and implement corrective actions. Manage relationships with logistics partners, including warehouses and transportation providers, and monitor their performance and service quality. Oversee warehouse shipments to maintain a high level of customer service while optimizing logistics costs. Analyze operational performance and process efficiency, prepare reports, and develop solutions to improve overall efficiency and service quality. Initiate and lead cross-functional projects aimed at process optimization, customer service improvement, and cost reduction. Develop, improve, and maintain up-to-date standard operating procedures and work instructions within the team’s area of responsibility. Ensure compliance with corporate policies, procedures, and applicable quality requirements within the team’s operations. Requirements University degree. At least 2 years of experience in Customer Service / Customer Operations in a similar role. Experience managing a team of at least 3 employees, including goal setting, employee development, providing feedback, and performance management. Hands-on experience managing day-to-day operations, prioritizing tasks, and ensuring consistent service levels. Ability to independently analyze and resolve complex operational and customer-related issues, make sound decisions, and take ownership of results. Experience in process improvement, working with KPIs and data, and implementing more efficient approaches and solutions. Strong ability to collaborate effectively with customers, business stakeholders, and cross-functional teams, understand their needs, and develop practical solutions. Confident use of AI tools and practical experience applying AI to improve efficiency and automate processes. Upper-Intermediate English or higher, with confident written and verbal communication skills. Advanced proficiency in Excel and PowerPoint; knowledge of SAP would be an advantage. Strong leadership and communication skills, a proactive mindset, structured thinking, and the ability to perform effectively in a changing environment.