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About the Role
This role serves as a Customer Service Operation Staff for the Surgery, Electrophysiology, and Neurovascular divisions. The position focuses on managing order-related tasks, supporting new product introductions, and driving logistics efficiency while ensuring compliance with quality standards and internal procedures.
Responsibilities
- Manage order-related operations and support new product introductions and logistics efficiency.
- Take responsibility for KPIs including OTIF-D, DSI, and CIP.
- Oversee order management performed by outsourced service providers.
- Develop DSI recurrence prevention plans and implement business improvements with outsourced managers.
- Formulate approaches to achieve CIP goals in collaboration with internal and external stakeholders.
- Provide accurate and detailed information to customers through continuous knowledge acquisition.
- Collaborate with business units and teams to improve order processing workflows.
- Ensure compliance with relevant laws and quality requirements by maintaining and updating SOPs.
- Participate in IBP meetings and share relevant information with the team.
- Promote operational efficiency through EDI, Naviex, and Partner Station utilization.
- Lead the Customer Service role in change management within cross-functional teams.
- Handle special shipping requests related to backorders.
Requirements
- Ability to understand Global SOPs in English.
- Basic proficiency in MS Office including Excel, Power Query, Power Automate, and PowerPoint.
- Strong communication skills.
- Effective task management capabilities.
Skills
- Analytical Reasoning
- Business Behavior
- Customer Centricity
- Customer Intelligence
- Customer Service Philosophy
- Customer Support Operations
- Customer Support Platforms
- Customer Support Policies and Procedures
- Customer Support Trends
- Data Analysis
- Execution Focus
- Issue Escalation
- Mentorship
- Order Processing
- Service Excellence
- Service Request Management
Location
- Chiyoda, Tokyo, Japan
Work Type
- Professional
Experience Level
- No specific experience required
- Supply chain business experience preferred
- Experience in Surgery, Electrophysiology, or Neurovascular divisions preferred
About the Company
- Johnson & Johnson is a global healthcare leader focused on preventing, treating, and curing complex diseases.
- The company operates through Innovative Medicine and MedTech sectors to deliver healthcare breakthroughs.
Equal Opportunity
- Johnson & Johnson provides an inclusive work environment where each person is considered as an individual.
- The company respects the diversity and dignity of employees and recognizes their merit.