About
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.
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Job Function: Customer Management
Job Sub Function: Customer Service Operations
Job Category: People Leader
All Job Posting Locations: Chiyoda, Tokyo, Japan
Job Description
■ DePuy Synthes Customer Service Supervisor
•Responsible for executing operations of the assigned BU (handling of order receipt, billing, and various post-sales matters)
•Responsible for contributing to assigned BU activities (NPI/new processes, etc.)
•Responsible for contributing to the business through productivity improvement/cost reduction in the assigned BU operations
•Contributing to the growth of assigned team members
•Managing outsourced vendor companies
•Complying with SOX/QMS activities
•Contributing to the implementation of Transcend/Osprey projects
•Other duties
Competencies
•Healthcare industry / Commercial Literacy: Understand trends in the healthcare industry and logistics, and be able to lead decision-making based on the impact on CS operations and the business.
•Customer Service Operation: Understand the entire process and be able to make judgments and give instructions, including for irregular cases.
•KPI & Performance management: Identify issues from KPIs and proactively propose and execute improvement measures.
•QMS / Quality Literacy: Understand the company's policies and initiatives regarding quality management and be able to structure responses accordingly.
•Change Management: Communicate the purpose and benefits of change to stakeholders, and provide constructive solutions to concerns or objections. Understand the impact of process or operational changes and autonomously execute change responses within the assigned scope.
•SOX & Compliance: Understand SOX & compliance requirements and operate without deviation.
•Vendor Management: Accurately make requests and share information with outsourcing partners. Monitor the performance of outsourcing partners and drive improvement of day-to-day operations.
•Stakeholder Communications (Internal) incl. Presentation Skill: Build consensus with internal stakeholders and implement and execute decisions within one's own area of responsibility.
•Stakeholder Communications (External) incl. Presentation Skill: Build consensus with external parties in one's own area of responsibility and implement and execute decisions.
Required Skills
Not specified.
Preferred Skills
Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical Credibility
