[MedTech] Manager, CS Enablement, CKAM, Surgery/Cardio CS, Deliver, Integrated Supply Chain
Johnson & JohnsonAt 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.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
**Job Function:**
Supply Chain Deliver
**Job Sub Function:**
Deliver Excellence
**Job Category:**
Professional
**All Job Posting Locations:**
Chiyoda, Tokyo, Japan
**Job Description:**
**Position Summary**
- Manage the overall customer service operations for the Surgery, Electrophysiology, and Neurovascular divisions, achieving KPIs and improving customer satisfaction through team management.
- Collaborate with internal and external stakeholders to drive process improvements and automation initiatives, contributing to the development of an efficient and reliable supply chain through collaboration with strategic partners.
**Job Responsibilities**
<Management of Team>
- Develop and lead the execution of the team growth strategy.
- Mentor less experienced staff according to the Skill Map, supporting the acquisition of skills and knowledge related to order management.
- Manage team members and ensure appropriate resource planning within the team, including oneself.
- Lead succession planning.
- Through regular conversations with team members, clarify the achievement of team and individual goals and development opportunities, and create an environment for that.
<Business Responsibilities>
- Build and maintain strategic relationships with commercial excellence regarding customer segmentation and strategy, development of supply chain capabilities, and deployment to customers.
- Understand customer needs, expectations, and pain points related to the supply chain, and collaborate with commercial excellence, finance, marketing, other supply chain departments, and IT to enhance the ease of doing business with JNJ for customers and create mutually beneficial solutions.
- Plan and conduct customer experience surveys related to the supply chain. Adjust and execute/monitor action plans to promote overall score improvement.
- Provide appropriate solutions (EDI, portals, etc.) to significantly improve order automation and promote customer engagement. Develop and maintain customer scorecards/dashboards to track progress on specific customer initiatives.
- Collaborate with commercial excellence to analyze potential customer value, prepare and develop account strategy plans based on business unit sales targets, and visualize ROI.
- Collaborate with key internal and external partners to create opportunities for connection with team members.
- Regularly assess risks and opportunities for collaboration with strategic partners, drive process improvements, and find new operating methods focused on value creation and simplification.
- Stay updated on the conditions and trends in the supply chain, distribution, and logistics markets, competition around customers, healthcare industry, and business trends to be a trusted partner for customers.
- Serve as a point of contact and manage tasks in case of consolidation of strategic partners, becoming a central figure for smooth transitions.
- Take responsibility for KPIs (OTIF, Delivery Service Issue, Cost Improvement Program, etc.) and manage order operations for outsourced partners.
- Develop and implement prevention plans for the recurrence of Delivery Service Issues (including near misses) with outsourced partner managers, taking responsibility for business improvements.
- Set specific improvement goals through automation and review of business processes, achieving goals together with internal and external stakeholders.
- Respond quickly to escalations from members and resolve issues.
- Acquire the latest information on customer service operations and the healthcare and logistics industries from both internal and external sources, and work with the responsible business unit and related teams to promote process improvements.
- Understand regulatory and quality requirements and build processes that comply with procedures.
- Continuously update and review SOPs to build processes that respond to the latest business needs.
- Lead the role of CS in change management.
- Conduct regular meetings with outsourced management and senior management to reach consensus on optimization and efficiency of outsourced operations.
- Perform special shipment responses (input into the system) when stockouts occur.
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