Customer Service Lead
Customer Service Lead - Irvine, CA - AMO Sales and Services Inc.
AMO Sales and Services Inc., a member of the Johnson & Johnson Family of Companies, is currently recruiting for a Customer Service Lead to join its dynamic team located in Irvine, CA. Position is full remote, but must reside within the surrounding Irvine, CA area.
At Johnson & Johnson Vision, we have a bold ambition: to change the trajectory of eye health. That’s why, through our operating companies, we’ve developed solutions for every stage of life—to help people see better, connect better and live better. We partner with eye care professionals to provide some of the world’s leading products and technologies to address refractive error, cataracts, dry eye, and beyond. We are committed to using our reach and size for good, and strive to put quality eye care within reach of everyone, everywhere. Visit us at www.jjvision.com. Follow @JNJVision on Twitter and Johnson & Johnson Vision on LinkedIn.
The Customer Service Lead assists the supervisor in day-to-day work activities; including but not limited to monitoring call volume, ensuring staff is effectively deployed, answer/assist CSR teams with process, product and procedure inquiries. Guides team members through difficult customer calls and acts as a point of contact for team on customer issues in the absence of the Supervisor. Handles more complex questions, orders, and inquiries than those addressed by the Customer Service Representative I and II. Assists in training new personnel and special projects as assigned by the department supervisor. Adheres to environmental policy, procedures, and supports department environmental objectives: How would you like to impact the vision of the customer? Are you passionate about helping customer through various eye stages?
Key Responsibilities :
Performs order data entry, returns and all other tasks as it relates to department operating systems. Product availability, call monitoring, reporting and is assigned progressively exciting tasks and projects to promote personal development.
Mentor and train new hires.
Coordinate work schedules and responsible for various other tasks as it relates to ensuring order are shipped in a timely manner.
Assists with the development of work schedules by assessing priorities, workload and available resources, to ensure that work is completed on time and that established standards of quality are met.
Monitors compliance of department documents, policies and procedures are understood and adhered to.
Interacts with internal and external customers responding to requests and explaining procedures, to ensure operations are in compliance, promote positive relationships and ensure that company interests are represented.
Coordinates work area activities by providing support to CSR personnel (e.g. trouble-shooting, work priorities, etc.) to ensure the timely, effective completion of tasks and alignment of area and company goals and objectives.
Assist with making daily business decisions that impact work area by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
Provide recommendation and alternatives on organizational improvements to facilitate cost reduction and improve business processes.
Qualifications
High School diploma required.
4 years of work experience with previous medical device/ophthalmology is required.
Ability to adapt quickly to a constantly evolving environment is required.
Ability to analyze and allocate staff for daily tasks and projects is required.
Ability to manage one’s own time effectively is required.
Ability to recognize and re-mediate internal team issues as they arise is required.
The anticipated base pay range for this position is $57,500 to $96,600.
At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .
Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.