Customer Service Head, Janssen

• Opportunity to work in a Global and Diverse environment
• Great Place to Work ® Certified - 2022
• Flexible work practices, award-winning benefits.
• Permanent Full-time role based in NSW

Change lives for the better.

Johnson & Johnson is a name that everyone is familiar with. It is a company that has touched the lives of people of all ages and is synonymous with excellence, quality, and innovation in healthcare. We have more than 250 operating companies in 57 countries employing over 119,000 people, all with the same vision......"Caring for the world, one person at a time".

If you value innovation, shared knowledge, caring touch, and are passionate about the joy and freedom of movement, you’ll find J&J a place to do great work.

And we want you to join us.

THE OPPORTUNITY

How you can help

Johnson & Johnson Family of Companies in Australia is recruiting for a Customer Service Head to join their Pharma division on a full-time permanent contract.

The Customer Service head is responsible for providing oversight, direction, and monitoring performance for transactional customer service activities. The role will have a strong focus on identifying process improvement opportunities in order to invoice process, and will implement CS optimization projects and drive the continuous improvement agenda with closely collaboration with CS enablement team. Tracking of CS KPIs, such as OTIF-D, DSE, Backorders, order automation rate, Returns, Rush Orders, Touchless order%, order to deliver and invoice cycle time, Complaints

What you’ll do .   

• Provide oversight, direction, and monitoring performance for transactional customer service activities.
• Works with process owners and Customer enablement team to implement order to invoice process enhancement as well as the strategic project to optimize the CS process efficiency and effectiveness.
• Responsible for regular customer insight survey collaboration with regional/global CS solution team for collecting customer voice to drive continuously improvement.
• Responsible for customer inquiry management, act as the interface with external customer to properly address all customer inquiry, complaint etc.
• The CSM is expected to enable strong relationships and collaboration across functions as needed to provide logistics service to customers.
• Responsible for ensuring compliance with Processes and deploying projects improvements, support all order management process related audit and close all findings timely.
• Responsible for CS team budget management and project investment control, guarantee the achievement of expense targets approved by regional leadership and Finance area.
• Supervise a team of professionals by attracting, developing, and retaining talent