Sr Supervisor, Order Management

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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.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

Position name: Sr. Supervisor Order Management   

 

Position Summary:   

The Sr. Supervisor role is responsible for providing holistic leadership and direct management for a team of up to 15 analysts within the GS Commercial Services Order Management team, to deliver exceptional frontline customer service. This includes managing day-to-day operations, time, and task prioritization, with a strong emphasis on safety, quality, compliance, budget, coaching and development.  The Sr. Supervisor will oversee customer interactions, handle escalations, inquiries, and issue resolution in partnership with cross-functional team members while ensuring compliance with business policies and SOX requirements.  The Sr. Supervisor has responsibility for and will monitor and drive KPI achievement against established service levels as well as identify and implement process improvements to enhance efficiency and cost savings. 

Key Responsibilities  

Daily Operations 

• Provide leadership to a team of up to 15 Analysts in support of achieving SLAs in accordance with defined processes (SOP’s), quality controls, service quality guidelines and legal compliance activities. Ensure the compliance of transactions processed for accurate reporting in accordance with SOX, SOD controls as well as Corporate Audit guidelines. 

• Supervise/Manage Customer Services processes, working closely with cross-functional partners to achieve business results and ensure a positive customer experience. Support the achievement of company objectives through integration of plans, employee development, and  

• Create and utilize reports and data to monitor performance in relation to workload, schedule adherence, attendance, handle times and other performance related metrics to ensure achievement of individual and department goals.  

• Communicate business strategies and initiatives to drive partnership alignment and harmonization to improve customer experience, productivity/cost management, and reduce quality and compliance risks. 

• Respond to and resolves complex and escalated customer issues. 

• Drive efficiency and productivity through the identification and implementation of Automation and Continuous improvement opportunities. Develop and implement metrics as input into driving efficiency and productivity, share best practices and benchmarks to enhance efficiency 

• Manage execution of the business continuity plan for daily business operations.  Identify gaps in the process and deliver appropriate solutions while updating documentation accordingly. 

• Review, address and respond appropriately and timely, for self and direct reports, to systems access, training, and other relevant requests. Complete required compliance/assigned training by required due date. 

People Leadership  

• Provide direct supervision to team of up to 15 analysts. 

• Provide guidance, direction, development planning, and performance feedback as well as ensure alignment to goals and objectives through regular one-on-one meetings with direct reports. Challenge and motivate team to reach their highest potential, foster continuous professional development and career growth of a diverse workforce. 

• Coach and mentor future leaders by identifying and championing high potential and high performing talent.  

• Conduct recruiting, hiring and termination process in accordance with Human Resources policy.  

• Support a strategic and holistic talent agenda by proactively taking ownership and accountability for attracting, developing and retaining talent that drives value creation, including helping to foster a culture where every person feels included. 

 

Project Management  

• Identify, analyze, and develop solutions for a wide variety of problems and issues that drive measurable improvement. Use continuous improvement tools and methodology to evaluate, challenge and optimize business processes. 

• Lead and/or participate in projects demonstrating subject matter expertise of the Customer Services processes and policies.   

• Influence broad array of senior stakeholders in key decision making. 

• Communicate in all directions to keep associates, peers, and Management informed of project status, process changes, and opportunities. 

 

Qualifications 

Minimum of 6 years work experience in Customer Services, Project Management or related field required. Other skills required: 

• Demonstrated people management and project management experience. 

• Prior working experience working in real-time environment, managing achievement of competing priorities and deadlines.  

• Excellent organizational, verbal, and written communication skills. 

• Solid problem solving and analytical experience. 

• Strong analytical and problem-solving skills are required, working knowledge of PE methodology, FPX and/or certification preferred.  

• Demonstrated leadership as well as proven ability to develop and maintain effective business partnerships.   

• Advanced Proficiency in MS Office applications, including EXCEL and Power Point.  

• Business knowledge of other functional areas such as Sales & Marketing, E Commerce and Finance 

• Desired: SAP, Salesforce, SOX 

 

 

 

Required Skills:

 

 

Preferred Skills:

Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)