Johnson & Johnson Careers

SLH Analyst

Singapore, Singapore
Strategic Sourcing/Logistics


Job Description

Requisition ID: 1805675199W

Job Purpose:
  • Manage inbound, outbound and customer services for SLH – enhance customer experience of all hospitals serviced. Responsible to work with the customer service team to meet applicable customer service KPIs
  • Outbound related quality and compliance – Ensure proper documentation of processes (SOP/ WIs) and exceptions/ changes (NCR/CAPA)
  • Driving improvement for SLH operation to enhance the customer experience ( internal and external stakeholders)

Duties and Responsibilities:

Operation management:
  • Outbound orders management – overall coordination internal stakeholders
  • Daily update and tracking of completed and pending orders with reasons to the delay (whenever applicable).
  • Exception Management - urgent orders and system/process related exceptions management for outbound processes
  • Manage & pre-empt supply chain events which can impact delivery services.
  • Responsible for meeting outbound targets with KPIs responsibility over OTS, OTB, Backorder management, %age shipment accuracy – Excess/ shortage/ damage.
  • Maintain & periodically update process documentation for existing and new outbound processes (SOP/WIs)

Distribution Complaints Management:
  • Customer Complaints Handling: complaint logging, following up with operation team investigation and Complaint Closure.
  • Internal stakeholder complaints management and driving the closure of each of the concerns by the internal stakeholders
  • Working with 3PL to publish complaints dashboard
Quality & Compliance Activities -
  • Work with quality team to meet quality requirements in Inbound and Outbound process
  • Work on creation, change management and timely closure of all quality related actions.  e.g. SOP, WI, NCR, Change control


Qualifications
  • Degree/Diploma in a relevant discipline
  • 3 to 5 years of experience in supply chain related discipline with proven record of customer service
  • Strong Customer service, sense of urgency skills; proven track record of delivering against deadlines. Excellent collaborative skill. Ability to work locally, across businesses, sectors, and functions.
  • Excellent understanding of the order processing & customer service processes
  • Strong written and verbal communication and presentation skills.
  • Strong analytical ability
  • Understanding of end to end supply chain processes and Supply Chain KPIs.
  • External interactions may include customers, industry partners, third-party distribution centers and suppliers, transportation providers, and customer service center vendors.


Primary Location
Singapore-Singapore-Singapore
Organization
Johnson & Johnson Pte. Ltd. (8435)
Job Function
Strategic Sourcing/Logistics
Requisition ID
1805675199W