Johnson & Johnson Careers

【Medical】Customer Service Enablement Manager

Chiyoda, Japan
Customer Service

Job Description

Requisition ID: 1905736686W

  • The Customer Service Enablement (CS Enablement)Manager is responsible for providing oversight, direction, and monitoring performance for transactional customer service activities, including outsourced day-to-day operations, of Janssen, Consumer, Medical Device and Vision care.
  • Individual will lead teams to perform transactional services to customers.
  • The Manager is expected to be proficient in all transactional processes performed by his/her reports, and have a thorough understanding of the overall Deliver (CLS) and Customer Service (CS) organizations.
  • The Manager is expected to enable strong relationships and collaboration across functions as needed to provide logistics service to customers.
  • The CS Enablement Manager 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.

Key Responsibilities

  • Provide oversight and technical direction for order management, inquiry management, and invoice management activities performed by Customer Service Senior Supervisors and Supervisors.
  • Tracking of CS KPIs, such as OTIF, Fill Rate, Backorders, Returns, Rush Orders and Complaints and share Action Plans with CS and CLS management.
  • Participate in Customer Service budget elaboration (P & L) and guarantee the achievement of expense targets approved with Deliver (CLS) leadership and Finance area.
  • The CS Enablment Manager will be responsible for maintaining compliance and consistency with customer interactions.
  • The CS Enablement Manager will be responsible to attract, develop, and retain CS and CS Enablement talent to the CS and CS Enablement team, guarantee constant technical training and maintain a collaboration environment among employees.
  • The CS Enablement Manager will monitor team efficiency and effectiveness based on pre-determined organization performance metrics.
  • Individual will manage a team of professionals by attracting talent, developing talent, and retaining talent through transparent conversations with employees.

Role Pre-Requisites

Education Level

  • University/Bachelor’s Degree or Equivalent

Years of Experience

  • 8-10 years of relevant experience.

Required Skills

  • English (and other, depending on job requirements).

Preferred Skills

  • Technical skills: MS Office, SAP, CIC.
  • 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.
  • Financial Management & Budgeting basic knowledge.

Primary Location
Johnson & Johnson K.K. (8235)
Job Function
Customer Service
Requisition ID