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Johnson & Johnson Vision, a member of the Johnson & Johnson family of companies, is recruiting for Team Lead, Customer Service Vision Care, located in Markham, Ontario.
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.
Reporting to Customer Service Team Lead, the Customer Logistics Associate (CLA), Vision Care will be responsible for the overall customer experience process by answering incoming telephone calls, processing orders and resolving order inquiries received via phone, fax and email. The CLA support is provided for customers across Canada in English and French.
Responsibilities:
Enter orders received from customers via phone, fax or email to the order entry system (or multiple ERP systems) according to established customer service procedures while maintaining departmental standards.
Actively listens and problem solves to find effortless resolutions to customer issues.
Provides resolution to customers’ inquiries, returns and feedback using the appropriate systems and other related material.
Supports inquiries regarding ACUVUE brand contact lenses and solutions as well as Blink over the counter eye drops.
Adheres to Johnson & Johnson Deliver’s Customer Promise and 12 Standards of Excellence.
Serve as an essential link between customers and various internal departments such as Sales, Customer Financial Services, Customer Relations and Distribution.
Adheres to Environmental Health and Safety policies and procedures and supports department objectives.
Share team responsibilities and support team functions.
Qualifications
A minimum of a High School education or equivalent is required.
A minimum of 3+ years customer service experience, preferably in a call centre environment within the past 5 years.
Demonstrated effective written and oral communication skills in English and French
Team player with strong, professional interpersonal skills
Proven effective organizational and problem-solving skills
Ability to perform in a fast paced, changing environment while meeting and or exceeding established performance measures
Proven PC skills to include Microsoft Suite products
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 full 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.
Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is crucial to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.
Primary Location
Canada-Ontario-Markham-200 Whitehall Drive
Organization
Johnson & Johnson Inc. (7695)
Job Function
Operations
Requisition ID
2206028635W
