Johnson & Johnson Careers

Customer Service Lead

Mongkok, China
Customer Info


Job Description

Requisition ID: 1805695158W

Johnson & Johnson is the world's most comprehensive and broadly based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical, and medical devices and diagnostics markets and have the skills and resources to tackle the world's most pressing health issues. 



ESSENTIAL DUTIES AND RESPONSIBILITIES:



OPERATIONAL:

  • Oversees the day-to-day activities in the customer service functions
  • Lead and or participate in departmental/divisional/cross-company projects as assigned
  • Regularly communicate in all directions to keep associates, peers, and management informed of project status, process changes, and opportunities
  • Provide report-out on performance results including identification of root cause failure to meet requirements
  • Ensure stock availability, timely distribution and customer satisfaction
  • Ensure company policies and procedures are applied consistently across customer service employees
  • Audit unit activities periodically for compliance to business procedures and workflows
  • Become the subject matter expert with order entry system in customer service function
  • Develop and maintain evaluating metrics
  • Provide customer service data and reports to management
  • Risk prevention and mitigation

STRATEGIC:

  • Develop and manage relationships with our internal and external customers to ensure we are exceeding their expectations
  • Proactively recommend ongoing improvements to the business processes/systems in support of the key business drivers
  • Benchmark industry practices and implement improvements as appropriate
  • Resolve difficult problems and customer complaints
  • Investigate shipping and or receiving errors to determine root cause and recommend corrective action where needed
  • Service improvement recommendations where appropriate
  • Propose plan to address results
  • Review and approve process changes designed to address the changing needs of customers
  • Manage and improve all business processes related to customer reorder fulfillment
  • Evaluate, analyze, and summarize customer survey results for management

LEADERSHIP:

  • Develop the overall team annual goals & objectives as well as individual direct report goals & objectives
  • Provide guidance, direction, development planning, and performance feedback on a regular basis to all team members, in accordance with the Performance Management Process, to ensure effective and productive work teams.
  • Coach and mentor future leaders
  • Conduct recruiting, hiring and termination process in conjunction with Human Resources
  • Identify and champion high potential and high performing talent (conduct succession planning)
  • Ensure development of supervisors, professionals and associates through clearly communicated performance objectives, business process training, career development planning and consistent feedback
  • Maintains relationship with key customers.
  • Ensure that department personnel receive appropriate training
  • Challenge and motivate associates to reach their highest potential, foster continuous professional development and career growth of a diverse workforce, coach and mentor future leaders as well as identify and champion high potential talent
  • Manage training programs and projects related to order fulfillment functions

PROJECT MANAGEMENT ON END TO END SUPPLY CHAIN

  • Responsible for leading a cross functional team in the achievement of project objectives through management of Customer Service activities.
  • Responsible for driving the customer collaboration by focusing on core strategies and cultivating business. Identify opportunities for team improvement which supports Customer Services related issues
  • Gain an in‐depth knowledge of J&J business and required operating companies
  • Initiate and implement process improvements and project and drive measurable improvement
  • Lead and manage projects related to CLS initiatives
  • Advise management of changing needs of customer base and recommend process changes to accommodate customer requirements


Qualifications

JOB REQUIREMENTS

  • Accumulate minimum 5-year customer experience in supply chain operation/process management
  • Comprehensive knowledge/experience in Medical Devices industry is preferred
  • Good command of both written and spoken English and Chinese ( covering Putonghua) highly essential
  • Proficiency in MS office (Excel, Pivot Table, Words) and knowledge in SAP in an advantage
  • Proactive and strong communication
  • Able to work under pressure, muti-task, well organized and customer- focused


Primary Location
China-Hong Kong S.A.R.-Mongkok-
Organization
Johnson & Johnson (Hong Kong) Ltd. (8060)
Job Function
Customer Info
Requisition ID
1805695158W