Digital Team Lead

vor 4 Monaten

Norderstedt, Deutschland Johnson & Johnson Vollzeit

**Customer Service Digital Team Lead (m/w/d)**

**Overall purpose of job**:
Leading a team of up to 20 Customer Service Representatives, specifically focused on eCommerce.
- Coordinating and monitoring all Compliance related aspects for the Customer Services Function
- Ensuring service continuity and continuously improving service quality for internal and external customers
- Implementing the CS strategy, as deployed by the Country CS Lead
- Providing CREDO based services to internal and external stakeholders
- Enhancing the collaboration in the team and across other departments
- Acting as a consolidation and alert point towards management

Essential duties and responsibilities:

- Planning & coordinating team activities to achieve high service levels
- Participating in daily team operations
- Monitoring and reporting team performance, using KPIs
- Defining individual targets and assessing the performance of their team members
- Developing and coaching team members to grow performance of the team and the individual
- business strategy into actionable plans
- Centralizing issues regarding team operations and reporting them to management and experts
- Watching over the compliancy of the processes and the activities related to the team

Providing guidance and direction for all eCommerce related activities

Special requirements:

- Capable of identifying opportunities for improvement of processes and organizational efficiencies
- Timely escalation of issues regarding team operations
- Building strong relationships with key customers and internal stakeholders
- Acting as a SPOC (Single Point of Contact) between the team and the management
- Safeguarding conformity of processes, operations and other team related activities
- Assisting in improvement projects and leading small projects
- Collaborating in EMEA wide projects in order to exchange and implement best practices
- Meeting all applicable quality and compliance requirements (i.e. HCC/Anti-Corruption/FCPA/SOX/Privacy). Representing the team and its processes in all relevant audits.

Taking responsibility and accountability for team performance by building, documenting and successfully implementing processes.

**Qualifications**:
**Qualification**:

- Completed education / studies (e.g. business administration, software engineering, process management, or similar) or professional experience in a comparable position
- experience in a supervisor function
- Several years of experience with focus on customer service
- Good understanding of the eCommerce landscape
- Excellent knowledge of English and German (spoken and written)
- Experience in project management and sound understanding of order-to-invoice process
- Experience in business process automation/robotics and in developing and designing automated solutions
- Know-How in SQL and relational databases (e.g. Power BI, Tableau)
- Hands on practical experience with one of low-Code/No-Code automation/governance platforms, ideally Blue Prism, Power Automate & Power Apps
- Knowledge of object-oriented programming language, preferably: Python, Java, C#,.NET would be a big plus
- Ability to build good relationship with both external and internal customers
- Good analytical skills and strong attention to detail

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