Team Lead, Customer Service

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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. Learn more at

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

About Vision

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient's lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at

We are searching for the best talent for a Team Lead, Customer Service to join our J&J Vision team.  This position is based in Markham, Ontario, Canada. 

Purpose:

The Team Lead, Customer Service is an integral and meaningful role with critical responsibilities and the connection between customers and J&J. This individual will help support the daily operations of the Customer Service activities and act as a key interface between the customers and the business. This individual will lead a sub team and be responsible for providing training, guidance and leadership.

Through the development of team priorities in alignment with organizational strategy and business customer requirements, this individual will also be responsible for leading and participating in projects and support the achievement of team goals and objectives. The individual will partner cross-functionally to drive efficiency and process/system improvements that will improve customer experience and deliver process efficiencies and value.

You will be responsible for:

• Leading a small group of CSRs.
• Coordinate work schedules and ensure shift coverage to support the business requirements.
• Support Sales Order Management processes in compliance with business policies, SOPs, and SOX regulations.
• Develop and maintain relationships with internal teams (Sales & Marketing, Supply Planning) and key customers.
• New hire training and assist other CSRs by providing support for difficult or complex inquiries.
• Manage first-level escalations; respond to customer complaints promptly and communicate with relevant parties; ensure timely resolution.
• Provide support with training and documentation to ensure accuracy and revisions are current.
• Deliver outstanding customer support by analyzing and responding to customer and sales team needs.
• Support departmental projects by participating in meetings and testing activities for new product initiatives, approved system enhancements and continuous improvement initiatives.
• Support the processing of orders from entry through shipment and invoicing; handle inquiries and returns from internal and external customers via voice, fax, and email.
• Help resolve issues on quality, availability, substitutions, inventory, pricing, billing, invoices, and carrier concerns.
• Handling progressively challenging tasks for personal development.
• Performs other related duties as assigned by management.

Qualifications:

Required:

• High school diploma or equivalent experience.
• Minimum 5 years of customer service experience.
• Proficiency in SAP, Microsoft Office software – Outlook, Word, Excel and others.
• Experience with team building, training/development, and process-improvement concepts.
• Strong analytical, organizational, and communication abilities; cross-functional collaboration with a customer-driven focus and urgency.
• Excellent customer service with clear written and verbal communication; strong planning and prioritization skills.
• Relationship-building and cross-team collaboration skills.
• Keen attention to detail; conscientious and professional work approach.

Preferred:

• Bachelor's degree/college diploma.
• Experience in a GMP/ISO environment pertaining to drugs/medical devices.
• Knowledge of Surgical Vision operations.
• Bilingual in French and English.
• Self-motivated, organized, and detail-oriented with strong time management.
• Comfortable working with minimal supervision.
• Excellent typing skills with precise data entry.
• Positive, professional demeanor with keen attention to detail.
• Thrives in fast-paced, high-pressure environments, acts with urgency.
• Excellent interpersonal communication (oral and written); strong phone skills; effective in team settings and handling multiple tasks under pressure.

Accessibility for Ontarians with Disabilities Act

As guided by Our Credo  Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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Required Skills:

Customer Service

Preferred Skills:

Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical Credibility

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