Job Description

Description

Johnson & Johnson is currently seeking a Team Leader, Customer Service to join our APAC Customer Care Centre Team located in Bandar Sunway.

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/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.

At Johnson & Johnson, we all belong.

Position Summary

• The Customer Service Supervisor is responsible for leading teams of CS Coordinators for responsible market to

perform transactional services to customers and other CS stakeholders.

• The Supervisor is expected to be proficient in all transactional processes performed by direct reports and have a

thorough understanding of the overall Distribution & Logistics and Customer Service (CS) organizations. The

Supervisor is expected to enable strong relationships and collaboration across functions as needed to provide service

to customers.

• Individual will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between

Customer Service and other key business units, including Supply Chain, Commercial, Finance and Shared Services.

• The CS Supervisor will monitor team efficiency and effectiveness based on pre-determined organization performance

metrics. The Supervisor reports to a CS Manager and escalates complex customer issues as needed.

• The CS Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical

training and maintain a collaboration environment among CS employees

Key Responsibilities:

• Responsible for the customer service inventory management process
• Provides oversight for order management, inquiry management, and invoice management activities performed by Customer Service Representatives.
• Monitoring daily/weekly/monthly operational BAU of the KL Hub to ensure that all defined KPI’s (department & CS Rep level) as achieved.
• Handle all escalated internal/external customer issues that cannot be supported by CS Representatives.
• Optimize resource allocation based on the forecasted transaction volume and CSR’s performance/capabilities.
• Multitask and upskill the team to support added task such as follow-up with warehouse on any ad hoc cases, attend operational forums as a spokesperson on behalf of the CS Supervisor handle any escalated cases, support on ad hoc reports etc.
• Review current processes and streamline them based on best approach/practices.
• Drive service quality by providing training and coaching for CS rep.
• Network/interact with all relevant stakeholders within the respective market in order to strengthen

work relationship and build agility.

Qualifications

• Generally, requires 5-7 years related experience in within Supply Chain division in Medical Devices / Pharmaceutical field
• Technical skills: MS Office, SAP, J&J Customer Connect
• Office skills: Standard office telephone, Email, Outlook
• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of

information Demonstrate proficiency in written and oral communications, People leadership.

• English plus at least one local language.

Job Requirements