Johnson & Johnson Karrieren

Market Group Customer Service Lead Germany (m/f/d) - Medical Devices

Norderstedt, Deutschland
Customer Service


Requisition ID: 1905740306W

The DELIVER organization strives to deliver an exceptional customer experience through leading critical customer-facing functions such as distribution, customer service, logistics, and transportation across the Johnson & Johnson Family of Companies.
DELIVER supports all three sectors of Johnson & Johnson: Medical Devices, Pharmaceutical, and Consumer Products, and DELIVER EMEA manages a complex network of Distribution centers (DCs) and Customer Service centers across Europe, the Middle East, and Africa supporting multiple distribution channels to J&J’s broad range of customers. Since 2013, DELIVER has undertaken a complete review of its network and consolidated its footprint while driving best-in-class distribution operations and leveraging a third-party logistics sourcing base.

In order to ensure delivering this exceptional customer experience, we are currently looking for a

Market Group Customer Service Lead Germany (m/f/d) - Medical Devices

Purpose of this position:
  • Build and support a high performing team to enable day-to-day execution of Medical Devices Customer Service in the markets in alignment with segment priorities.
  • Align to the best practices in business process to allow an efficient and effective way of running customer order fulfillment and complaint resolution.
  • Drive self-service through automation channels to drive business efficiencies and improved order accuracy.
  • Support the MD value creation in driving a higher OTIF-D performance, PAC and growing NPS

Responsibilities of this position:

  • Leads Customer Service operations in market; provides guidance based on strategic direction taken with / by Customer Service Lead
  • Enables Medical Device Market Leads to set and run day-to-day operations in accordance with SLAs and aligned with Segment Deliver Lead
  • Manages Customer Service organization via metrics and drives continuous improvement agenda
  • Actively surfaces and resolves key issues with a sense of urgency, demonstrates continuous improvement including footprint, resource management, leveraged value
  • Establishes harmonized and effective processes to drive interaction and E2E customer insight sharing
  • Uses data to understand the key pain points and innovates to address accordingly
  • Develop a high performing team with a culture of customer advocacy and accountability

  • Minimum of 5 years’ experience in meaningful leadership roles
  • Experience working in a global function and matrix environment
  • Deep expertise across core order fulfillment processes and systems
  • Proven capability in executing Customer Service management
  • Track record of developing and building diverse, high-performance teams with a strong sense of mission
  • Ability to promote a vision and lead change to transform organizations via strong engagement/communication
  • Ability to collaborate and build positive relationships internally and externally with customer focus
  • Possesses skills to build an organization embracing a culture of functional excellence, continuous improvement, customer relationship management across segments, and E2E orchestration
  • Demonstrated ability to lead complexity across a broad portfolio of customers and channels
  • Demonstrated impact on roles requiring orchestration and influence; E2E mindset and collaborative, influence-based leadership approach

The well-being and development of our employees are central aspects of our company creed. Individuals who would like to fully realize their potential as part of our international, innovation-driven corporate family and who aspire to have challenging work, will find that our company provides just the right conditions. We consider intensive initial training, further education that is tailored to our employees' work and excellent opportunities for development - both nationally and internationally - to be just as essential as a good work-life balance, attractive compensation and above-average employee benefits. One aspect that distinguishes our company is the large number of measures we have to support our trainees and promote career development in ways that are also compatible with family life.  

Primärer Standort
Deutschland-Schleswig Holstein-Norderstedt-
Johnson&Johnson Med GmbH (7930)
Customer Service
Requisition ID