Customer Service Manager

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 https://www.jnj.com

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Johnson & Johnson

Johnson & Johnson Medical Devices is recruiting for a Customer Service Manager to be in Saudi Arabia, Jeddah.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. And our culture is interconnected by the shared values of Our Credo. It’s a culture that celebrates diversity and diverse perspectives. It helps employees achieve an effective mix of work and home life and supports their efforts to have a positive impact on their communities.

Sector/Organization Overview

Customer Service KSA Medical Devices

Summary of the job:

Responsible for leading the operations and the financial health of the MedTech Customer Service department in Saudi Arabia, in full adherence with Our Credo values. Responsible for delivering best-in-class customer experience by focusing on providing excellence in customer care and OTC processes and on fostering partnership, collaboration and a culture of mutual trust. Plays an active role within the Organization with demonstrated ability to partner with key stakeholders at all levels from all functional areas such as Sales & Marketing, Quality, Finance, Supply Chain and Regulatory Affairs departments. Role model of the Continuous Improvement culture and devote to technology and innovation, looks for opportunities to streamline and automate non added value activities, eliminating waste.

Description (Role Overview & Major Responsibilities) Overall purpose of job:

• Build a strongly motivated and customer-focused team with a high sense of accountability.
• Deliver superior Customer Experience maximizing adoption of CX technologies
• Manage service KPIs with proactive connection with all stakeholders on all roadblocks
• Manage and control the budget for the CS department in line with the cost efficiency targets
• Drive CS digital strategy and is accountable for the regional roll-out
• Partner with the relevant teams and stakeholders in support of the implementation of strategic transformational projects in both commercial and E2E SC areas.
• Bring insights into customer behavior based on extensive analytics
• Accountable for simplification and continuous improvement, reducing waste and pursuing the right first-time culture.
• Comply with all policies, standards, and regulations.
• Partner with the E2E SC and Commercial to promote collaboration and partnership across the function.
• Coach his Team and foster a Talents’ growth culture promoting DE&I and a strong adherence to Our Credo Values.

Job Requirements Essential knowledge and skills:

• Degree in Supply Chain/Business/Economics/Engineering
• Fluent in English and Arabic
• 5+ years’ experience in management roles
• 10+ years’ experience in supply chain roles
• Solid expertise with Order-to-Invoice matured with both End Customers and Distributors
• Deep understanding of CS processes and systems
• Strong business acumen and analytical skills
• Exceptional communication and stakeholders’ management.
• Positive minded team player and successful change agent
• Excellent leadership and influence skills, able to bring vision to a group and across departments by showing a strong customer service mindset
• Great cross-functional collaborator
• Strong focus on team development and coaching. Needs to be a servant leader.
• Continuous improvement mindset
• A dynamic and self-driven personality, willing to go the extra mile even in periods of high workload.
• Strong analytical skills with the ability to evaluate large amounts of information leading to sound conclusions for effective decision making.
• System experience in JDE, SAP, Tableau, Power BI, Excel.
• Experience in the Healthcare and/or Medical Tech industry is preferred.

Leadership Behaviors

• LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.
• CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.
• SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.
• LEAD: Create an environment where leadership and talent development is top priority.
• DELIVER: Deliver results by inspiring and mobilizing people and teams.

Leadership Profile

• Strong communication & interpersonal skills
• Strong analytical and problem-solving skills