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Continuous Improvement Senior Specialist

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Summary

Analyzes basic metrics and status in the field of Customer Service Operations. Contributes to strong customer and employee experience strategy perspectives and insights, ensuring proposed solutions drive optimal client value and measurable growth. Keeps management informed on customer service progress against key initiatives, and ensures the customer service team is consistently focused on identifying and meeting customer's specific needs and expectations.

Description

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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá Distrito Capital, Colombia

Job Description:

The Continuous Improvement Sr Specialist is a key player in the Digital Transformation of Deliver organization, being responsible for understanding end-to-end Customer Service processes, analyzing operational, market and commercial data, identifying opportunities for operational improvement, and translating this into insights and driving continuous improvement through SLA's, process efficiencies, cost reduction, or other organizational requirements. Also communicating the improvements to non-technical stakeholders in a clear and visual way.

This role will focus on analyzing and enhancing customer service processes for our operations in Latin America. The ideal candidate will possess a strong understanding of logistics, a keen eye for process optimization, project management skills and the ability to collaborate with cross-functional teams to implement effective solutions.

Key Responsibilities

  • Use project management tools and established metrics to drive execution of improvement and process excellence projects
  • Analyze current returns processes in Latin America to identify inefficiencies and areas for improvement.
  • Develop and implement streamlined workflows to enhance the returns experience for customers and internal stakeholders.
  • Collaborate with logistics, customer service, and inventory management teams to ensure a seamless returns process.
  • Utilize data analytics to track and report on returns trends, providing insights and recommendations for ongoing enhancements.
  • Work closely with IT and software vendors to implement technology solutions that support improved returns processes.
  • Monitor and assess the effectiveness of implemented changes, adjusting as necessary to optimize performance.
  • Stay updated on industry best practices and emerging trends related to returns management, particularly within the Latin American market.
  • Influence key stakeholders to support organizational change through excellent communication skills.
  • Contribute with creative and innovative ideas to advance the maturity of Customer Service team and be a benchmark for other regions.

Continuous Improvement Senior Specialist

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