Customer Service Team Lead

1 week ago

Markham, Canada Kenvue Full time

**Customer Service Team Lead**-2307004265W

Description

**Customer Service Team Lead**:
Kenvue is currently recruiting for Customer Service Team Lead. This position reports into Manager Customer Service and is based at Markham, Ontario.

**Who We Are**

At Kenvue, part of the Johnson & Johnson Family of Companies (Kenvue), we believe there is extraordinary power in everyday care. Built on over a century of heritage and propelled forward by science, our iconic brands—including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® —are category leaders trusted by millions of consumers who use our products to improve their daily lives. Our employees share a digital-first mindset, an approach to innovation grounded in deep human insights, and a commitment to continually earning a place for our products in consumers’ hearts and homes.

Join us in shaping our future-and yours.

Watch us here:
**What will you do**

The Customer Service Lead will lead through the Customer Experience lens with a strong focus on continuous improvement initiatives. The Process Lead will manage E2E compliance, supporting critical Kenvue audits, as well as Commercial activities. This role will focus on delivering transformational improvement initiatives within Customer Logistics. This incumbent will be the right hand of the Customer Service Manager and will 3 customer logistic representatives report directly into them. They will take on a lead role in leading the management of deductions partnering with accounts receivable, IT, and external customers.

**Responsibilities**
- Accountable for the holistic management of compliance activities for internal and external Quality and Financial Audits, including, but not limited to monthly audit reporting, SOX reporting, global quarter end financial reporting as well as be the key lead to support audit findings and ensure remediations are completed.
- Lead the annual review of all controlled standard operating procedures and assignments to ensure J&J is compliant with audit regulations.
- Own the Consumer Deliver Recall management process, working in partnership with the Quality organization and external business partners, to ensure compliant and timely recall closures.
- Accountable for the overall ownership and vision of Reverse Logistics, including managing internal stakeholders, collaborating with external business partners, developing program communication, and ensuring reporting and process compliance.
- Responsible for overseeing deductions inclusive of managing the process, developing tools/automation in partnership with IT and reporting.
- Manage 3 direct reports, providing ongoing coaching and development.
- Develop and deliver onboarding training related to Johnson & Johnson business, organizational structure, compliance, and key functional areas
- Represent the Consumer Customer Logistics function in the Canadian Business Continuity Planning Team to ensure the accurate and timely review of continuity procedures as well as distribution of information to key stakeholders.
- Collaborate with key stakeholders to ensure the successful completion of Acquisition & Divestitures, including, but not limited to integration, process design, training, project Core Team Member.
- Lead the RGM process (price increase process) for Deliver Consumer, actively collaborating with the Sales organization and the Customer Service team to help ensure successful order management.
- Support and provide guidance on Terms & Conditions update initiatives as well as ensure the successful update of key documents and clear communication to the Customer Service team.
- Lead and/or support all year end initiatives and ensure the successful execution of the outlined strategy.

**Supervisory Responsibilities**
- Makes hiring recommendations
- Trains employees
- Plans work of others
- Reviews work quality and quantity of others
- Conducts performance reviews
- Resolves employee grievances
- Makes termination recommendations
- Recommends budget amounts

Qualifications

**What we are looking for**

**Required Minimum Education**: University degree

**Required Qualifications**
- Minimum 5 years of experience in Customer Service and/or Supply Chain and Operations
- 3+ years of SAP expertise (order management, allocation, and financial modules)
- Strong leadership & championing skills
- Ability to collaborate and develop excellent working relationships across a matrixed environment
- Sound judgement with an excellent ability to prioritize work, strong sense of urgency
- Strong bias for action: results & performance driven
- Excellent attention to detail and process
- Passion for continuous improvement
- Excellent communication skills both written and verbal
- Strong presentation skills
- Basic-Intermediate Excel, PowerPoint capabilities

**Desired Qualifications**
- 2 years Related Industry Experience
- Compliance experience is preferred.
- Six Sigma - Green Belt is preferred.
- Bilingual: Frenc

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