Customer Service Manager

1 week ago

Jeddah, Saudi Arabia Johnson & Johnson Full time

**Company Description: (Business Overview)**

**Johnson & Johnson**:
We are recruiting for Customer Service Manager - Supply Chain to be located in Riyadh or 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 between work and home life and supports their efforts to have a positive impact on their communities.

**Summary of the job**:
Responsible for leading the operations and the financial health of the MedTech Customer Service department in Middle East, 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.

**Duties & Responsibilities**:

- Build strongly motivated and customer-focused team with high sense of accountability.
- Deliver a superior Customer Experience maximizing adoption of the 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 on customer behavior based on extensive analytics
- Is accountable for process 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.

**Qualifications**

**Experience Required**:

- Degree in Supply Chain/Business/Economics/Engineering
- Fluent in English and Arabic
- Must have 4+ years’ experience in management roles
- Must have 8+ 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 Healthcare and/or Medical Tech industry is preferred.

**Leadership Behaviors Required**:

- **LIVE OUR CREDO**: Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and Ensures everyday actions contribute to Our Purpose
- **CONNECT**: Builds internal and external relationships based on respect, Collaborates openly across boundaries and acts as a team player.
- **SHAPE**:Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.
- **Grow**: Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do bu

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