Customer Service Team Lead

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J&J Family of Companies Customer Service Team Lead in Riyadh, Saudi Arabia

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

Job Function: Customer Management

Job Sub Function: Non-Technical Customer Service

Job Category: Professional

Job Description:

Duties & Responsibilities

1. Responsible for creating a world-class customer experience by emphasizing excellence in customer service procedures and promoting cooperation, collaboration, and a culture of mutual trust.
2. Collaborate with key stakeholders at all levels and across all functional areas, including Sales & Marketing, Quality, Finance, Supply Chain, and Regulatory Affairs. Model the culture of Continuous Improvement and commit to technology and innovation, seeking opportunities to simplify and automate non-added-value tasks to eliminate waste.
3. Strong analytic abilities and the capacity to assess enormous quantities of information to reach good conclusions for successful decision making.
4. Understand the local market and the ordering process of state (NUPCO) as well as private hospitals.
5. Partner with the appropriate teams and stakeholders to assist the implementation of key transformative initiatives in both the commercial and E2E supply chain domains, as well as local customers' expectations and needs, such as the Nupco tender requirement.
6. Support supply chain management activities; monitor team performance on an ongoing basis, initiate corrective actions, prepare reports, summaries, analysis and documentation on team management; monitor service indicators; deliver team development to suit evolving customer requirements and opportunities for improvement; ensure effective implementation of customer records, key contacts, reports, and company policies; execute department strategies and activities; maintain expenses to ensure department objectives are met within budget; recommend process/procedural improvements; provide monthly reports on activities.
7. Respect and work according to and within J&J Business Conduct policy, HCC, SOX, and the J&J Credo.
8. Provide frontline support for customers for critical issues, consignment issues, and value-added services; analyze customer requirements and support others to achieve anticipated results; coach others to understand customer problem-solving activities; model strong interpersonal skills in communicating with the customer; actively support department initiatives by proactively assisting in the training and influencing their team.
9. Support the ERP transition to SAP 4 HANA.
10. Regular visits to customers to identify business needs and promote new initiatives that could improve Customer Satisfaction through the Best-in-Class E2E processes.
11. Traveling is required for this role.

Experience Required

1. Education: Relevant Bachelor’s degree, or equivalent combination of education and experience.
2. Years of Experience: Must have 4+ years' experience in management roles.
3. Solid Order-to-Invoice knowledge developed with both End Customers and Distributors.
4. Strong understanding of Customer care processes and systems.
5. Lead a group or team of employees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports.
6. Coach the team and foster a talent growth culture promoting DE&I and a strong adherence to Our Credo.
7. Excellent leadership and influence skills, able to bring vision to a group and across departments by showing a strong customer service mindset.
8. Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
9. Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred).
10. Language: English & Arabic a must.
11. Relocation availability: No budget available for relocation; willing candidates will have to self-fund this.

Leadership Behaviors Required

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

Leadership Profile Required

1. Strong communication & interpersonal skills.
2. Strong analytical and problem-solving skills.
3. Remote work options may be considered on a case-by-case basis and if approved by the Company.