LatAm Customer Service Sr Manager

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

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life, while championing patients every step of the way

Learn more at https://www.jnj.com/innovative-medicine

Summary

The DELIVER organization at Johnson & Johnson Innovative Medicine is committed to delivering outstanding customer experience by leading critical functions such as warehouse, distribution, transportation and customer service, across a diverse and expansive network

Role

The Latin America Customer Service Leader is accountable for the regional J&J Innovative Medicine Customer Service Center located in Bogota, driving operational excellence and strategic transformation. This role focuses on:

• Customer Experience Enhancement & Collaboration
• Improving process execution to deliver superior service
• Ensuring customer-centric solutions that foster satisfaction and loyalty
  
  

• Innovation & Transformation
• Implementing automation, digitalization, and advanced customer solution systems
• Leveraging technology to streamline processes and enhance efficiency
  

The regional Customer Service Leader serves as the strategic link between the DELIVER organization and the commercial teams, supporting more than $2B in sales with strong growth

Key Responsibilities

• Lead the Innovative Medicine Customer Service Center (Operations & Transformation Hub), driving efficiencies and advancing opportunities to improve organizational maturity
• Member of the LatAm IM Deliver Leadership team, partnering with the warehouse and transportation teams to ensure seamless customer experience
• Partner with the E2E Integrator team on execution and allocation of resources to ensure flawless new product launches, deployment of strategic programs and build new capabilities
• Act as a critical advocate for process improvement and interact with stakeholders at multiple levels and dynamically lead operations team to define and deliver solutions
• Advance the innovation and transformation agenda related to automation, digitalization and customer solution systems
• Oversee the creation and implementation of efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction
• Interact and work close with the Global Deliver teams (Operation Excellence and Emerging Capabilities), but also Enterprise Excellence team
• Drive a culture of Quality & Compliance, including SOX controls
• Drive a CREDO based culture across the organization
  
  

Requirements

• Demonstrated impact in increasingly complex roles, including roles requiring orchestration and influence; E2E mindset and collaborative, influence-based leadership approach
• Demonstrate skills in strategic thinking and strategy implementation in a highly matrixed complex and global environment
• Excellent interpersonal and negotiation skills, with the track record of influence and collaboration to reach a desired result
• Ability to promote a vision and drive change to transform organizations, via strong engagement/communication
• Experience in go-to-market transformation working in collaboration with the E2E supply chain
• Collaborates via strong partnerships internally and externally with a customer focus
• Strong communication skills with demonstrated ability to synthesize large quantities of information and create clear & concise messaging for leadership
• Results focus on a proven track record of successfully developing and delivering on key strategic initiatives
• Proactively surface and resolve key issues with a great sense of urgency, demonstrates continuous improvement including footprint, resource management, leveraged value, technology
• Successful track record in people management skills, building high performing teams and championing a talent development strategy
• Detail and solution orientation with ability to work within broad guidelines while challenging status quo
• Strong analytical, problem-solving and critical thinking skills
  
  

Other Requirements

• Bachelor’s or equivalent degree in a relevant field (i.e.: Business Administration, Supply Chain, Logistics, Pharmacy)
• Minimum of 8 years of business experience in supply chain management
• Requires proficiency in English to communicate effectively and professionally
• Requires the ability, through our flexible work policy, to work on-site a minimum of three days each week, with the option of two remote workdays
• Lean, Six Sigma and other continuous improvement certifications are desirable
• Project Management skills, FPX/PMP certification is desirable
• May require up to 15% of international travel
  
  

Required Skills

Preferred Skills:

Communication, Corrective and Preventive Action (CAPA), Customer Centricity, Customer Engagement, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Mentorship, Organizing, Personalized Services, Process Improvements, Resource Management, Service Request Management, Strategic Thinking, Technical Credibility