Supervisor Customer Service Operations

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.

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:

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 Super Visor

・担当するBUオペレーション遂行責任（受注～請求～販売後の各種対応）

・担当するBU活動（NPI/新プロセスなど）への貢献責任

・担当するBUオペレーション生産性向上/費用削減を通じてビジネスへの貢献責任

・担当するチームメンバー成長への寄与

・外部委託会社マネジメント

・sox/QMS活動順守

・Transcend/Osprey PJ実装への貢献

・他

・Healthcare industry / Commercial Literacy

医療業界および物流の動向を把握し、CSオペレーションおよびビジネスへ与える影響を踏まえた意思決定を主導できる。

・Customer Service Operation

プロセス全体を理解し、イレギュラー案件も含めた判断・指示ができる。

・KPI & Performance management

KPIから課題を特定し、改善案の提示・実行を主体的に行える。

・QMS / Quality Literacy

品質管理に関する会社の指針や取り組みを理解し、対応を組み立てられる。

・Change Management

変革の目的とメリットを関係者に伝え、不安や反対意見に対して建設的な解決策を提供できる。

プロセスや運用変更の影響を理解し、担当範囲において変更対応を自律的に実行できる。

・SOX & Compliance

Sox&complianceを理解し、逸脱しない運用を行うことができる。

・Vendor Management

委託先への依頼・情報連携を正確に行える。委託先のパフォーマンスを確認し、日常業務の改善を推進できる。

・Stakeholder Communications (Internal) incl. Presentation Skill

社内Stakeholderと合意形成し、決定事項を自担当業務へ落とし込み実行できる。

・Stakeholder Communications (External) incl. Presentation Skill

担当業務において社外と合意形成し、決定事項を自担当業務へ落とし込み実行できる。

Required Skills:

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

About Us

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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