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J&J Family of Companies [MedTech]Manager, Customer Service Operational Excellence, Supply Chain Deliver CS Head Office in Tokyo, Japan

[MedTech]Manager, Customer Service Operational Excellence, Supply Chain Deliver CS Head Office - 2406172952W

Description

Description

  • Drive process improvements in customer service operations, providing oversight and direction for process optimization of order management, inquiry management and communication with internal /external customers including outsourced day-to-day operations of MedTech Japan.

  • Collaborate with Customer Service operations team to achieve more efficient and high-value-added services with shared responsibility for achieving CS KPI target.

  • The Customer Service Operational Excellence Manager is responsible for providing oversight, and monitoring performance for transactional customer service activities, including outsourced day-to-day operations of MedTech Japan.

  • Individual will lead teams to ensure process improvement including digital solutions implementation.

  • The Manager is expected to be proficient in process improvement related to customer service operations and initiatives led by his/her reports, and have a thorough understanding of the overall Integrated Supply Chain organizations.

  • The Manager is expected to enable strong relationships and collaboration across functions and regional/global stakeholders as needed to ensure process improvement to internal/external customers.

  • The CS Operational Excellence 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, IT, Finance and Shared Services.

Key Responsibilities

  • Provide oversight and technical direction for process improvement related to order management, inquiry management activities performed by Customer Service Operations team.

  • Track of CS KPIs, such as OTIF-D, Order Fill Rate, Backorders, Complaints, Call Answer, DSI (Delivery Service Issue) and propose action plans with Customer Service.

  • Participate in Customer Service budget elaboration (P&L) and guarantee the achievement of expense/CAPEX targets approved with Deliver leadership and Finance area.

  • Ensure Quality & Compliance and consistency with customer interactions.

  • Attract, develop, and retain CS and CS Operational Excellence talent to the CS OpEx team, guarantee constant technical training and maintain a collaboration environment among employees.

  • Monitor team efficiency and effectiveness based on pre-determined organization performance metrics.

Qualifications

Education Level

  • University/Bachelor’s Degree or Equivalent

Years of Experience

  • 5- years of relevant experience.

Required Skills

  • English (Advanced)

Preferred Skills

  • Technical skills: MS Office, SAP.

  • Office skills: Standard office telephone, Email, Outlook.

  • Professional skills: Ability to make quick decisions; Perform efficiently and effectively

  • Strong project management experience & process improvement, and problem-solving skills including digital solution implementation.

  • Financial Management & Budgeting basic knowledge.

  • People management & Talent Development

Primary Location Asia Pacific-Japan-Tokyo-To-Chiyoda

Organization Johnson & Johnson K.K. (8235)

Job Function Deliver Excellence

Req ID: 2406172952W

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