Johnson & Johnson Hiring for Manager, Customer Service at Markham, ON Full Time

Johnson & Johnson Consumer Health Canada is recruiting for a Manager, Customer Service, located in Markham, Ontario.

Caring for the world, one person at a time inspires and unites the people of Johnson & Johnson. We embrace research and science – bringing innovative ideas, products, and services to advance the health and well-being of the consumers and patients we serve. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people throughout the world every day. As part of one of the largest and most diverse healthcare companies in the world, our brands demonstrate the company’s world-class research tools and scientific prowess to provide consumers across the globe with innovative consumer medicines, skin, baby and essential health solutions. We seek to meet the health needs of families everywhere through a broad range of well-known and trusted health products. In Canada, we market innovative consumer products focusing on skin and hair care, baby care, wound care, and oral health as well as a broad range of well-known and trusted over-the-counter products through our McNeil Consumer Healthcare division. Johnson & Johnson’s portfolio includes over 30 iconic and best-in-class brands, including but not limited to Tylenol®, Neutrogena®, AVEENO®, Nicorette®, Reactine®, Listerine®, and OGX®.

On November 12, 2021, Johnson & Johnson announced plans to separate our Consumer Health business to create a new publicly traded company. The process of the planned separation is anticipated to be completed within 24 months, and it will be subject to legal requirements including consultation with employee representative bodies, as required, and other customary conditions, and approvals. It is anticipated that, following conclusion of the transaction, you will be an employee of an entity within the newly created Consumer Health company and your employment will be governed by that company’s employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you at an appropriate time and subject to any necessary consultation processes.

The Manager, Customer Service leads the Customer Service team who are at the forefront of the order-to-cash process. The Manager Customer Service is a subject matter expert and can pivot between the tactical resolution of day-to-day issues and strategic improvement initiatives to drive cost savings, growth, and an improved customer experience.

Key Responsibilities:

• Leads the order-to-cash relationship between J&J and our retail partners.
• Develops collaborative relationships with supply chain counterparts at the retailer and internal partners including customer sales, distribution, and transportation, etc.
• Responsible for identifying, assessing, and implementing initiatives that drive cost improvements, productivity/customer experience.
• Takes ownership for key performance and/or service metrics (OTIF-D, order automation, etc.), including root cause problem solving and recommendations for improvement where appropriate.
• Leads the reconciliation of deductions identifying best practices across the team.
• Has a deep understanding of customer’s systems, processes and infrastructure (ECCnet, listings, etc.) and how they interact with our internal systems and processes. Acts as Subject Matter Expert (SME) and customer advocate with internal stakeholders.
• Leads a team of 7 customer service representatives developing goals and objectives and a development plan that enables employees to meet their career goals. Provide ongoing feedback to enable the employee to reach their full potential.

Qualifications

Education:

• A University degree is required or a Minimum of 8 years of experience in Supply Chain Management. An MBA is a strong asset.

Experience and Skills:

Required:

• A minimum of 6-8 years of experience in a relevant industry
• A minimum of 3-5 years of experience cultivating relationships with external partners in relevant industry.
• Demonstrated progressive leadership experience in a matrix organization (with exposure to other functions, e.g.: Sales, Supply Chain Planning, Finance, Distribution, Transportation etc.).
• Experienced people manger with track record for developing talent in the organization.

Preferred:

• Strong interpersonal and communication skills (both written and verbal).
• Strong customer focus, negotiation and influencing skills; demonstrated ability to partner with customers to drive joint value.
• Continuous improvement mindset, seeks areas for improvement to drive performance, P&L productivity, customer experience and/or productivity
• Ability to work with cross-functional business partners to implement initiatives.
• Ability to analyze data to drive insights and recommendations.
• Results and performance driven with a bias for action.

Other:

• Proficient in written and spoken English; Bilingualism (French) an asset
• PE / Six Sigma – Green Belt / Lean Manufacturing an asset
• Travel 10%. Domestic to retail customers when necessary
• A valid Full G Driver’s license

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families, and the communities in which we live and work.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.