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:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

About Vision

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech 

We are searching for the best talent for a Customer Service Manager to join our J&J Surgical Vision team.  This position is based in Markham, Ontario, Canada. 

Purpose:

The Customer Service Manager reports to the Commercial Excellence Sr. Manager and is responsible for managing the customer and business interface for the J&J Surgical Vision Canada business, for people leadership and talent development.

Through a demonstrated ability to develop team priorities in alignment with organizational strategy, and business / customer requirements, the Customer Service Manager is responsible for the achievement of team goals and objectives.

The Customer Service Manager is responsible for developing and growing relationships with key commercial and other internal stakeholders as well as customers. This Manager is also responsible for recruiting, training, and developing team members, leading the team of analysists who will have direct customer service.

The Customer Service Manager is responsible of increasing efficiency through sustained process improvement, identifying and implementing cost improvement projects and maintaining a compliance environment.

You will be responsible for:

• Global Deliver Project Support
• Customer Engagement
• Customer Experience
• Contact Center Management
• Collaboration with SAP technical team/US Deliver for the design process/risks/functionalities and UAT executions
• Mitigation Management
• Monitor incoming inventory volume
• Liaise with Supply and Planning to determine incoming inventory and ETA
• Lead communications with SDC/Deliver to plan for prompt action and execution to clear backorders when stock becomes available.
• Interface with Sales & Marketing to determine best course of actions for the product allocation of incoming inventory.
• Communicate with Sales/Marketing and provide key updates when necessary.

Daily Operations

• Establish goals and priorities for the team in line with service level agreements and organizational strategy.
• Achieve business results for key performance indicators and other organizational objectives.
• Develop and monitor resourcing strategy to support daily operations.
• Manage all transactions and communications in compliance with business policies, SOPs, and SOX regulations.
• Identify, monitor, and resolve customer complaints.
• Develop and maintain relationships with key internal and external stakeholders including Sales & Marketing, Planning and key customers.
• People Leadership & Development.
• Participate as a subject matter expert on cross-functional projects across the organization.
• Identify, assess, and communicate process improvements opportunities to JJSV leadership team.
• Lead projects and initiatives that will improve the customer experience, generate revenue and cost savings and improve efficiencies.
• Effectively manage change within the team as projects and process improvements are implemented.

Qualifications:

• Bachelor’s degree is required.  A focused degree in Business, Processes, Deliver, Customer Service, or related field is preferred.
• Minimum of 4 years total experience.
• Proven experience in team management within a logistics or industrial environment, preferably in the pharmaceutical or healthcare sector, customer service, deliver or business.
• Deliver, customer service team environment, actively leading customer-facing operations teams is strongly preferred.

• Strong knowledge of regulatory compliance and safety standards applicable to healthcare and Medtech industries is preferred.
• Strong organizational skills, with the ability to prioritize and manage multiple tasks effectively is required.
• Proactive, responsible, and self-motivated with a mindset geared towards continuous improvement is required.
• Fully bilingual (French/English) is strongly preferred.
• Prior experience managing people is required.
• Demonstrated ability to build strong relationships with stakeholders, business partners and customers and to influence effectively is required.
• Strong analytical skills and an ability to utilize data to drive recommendation and decisions is required.
• Experience in developing and delivering presentations and communications to key stakeholders and senior management is required.

 

The expected base pay range for this position is $87,000 to $135,000 CAD.

AI Usage Disclosure

The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure​

This job posting is for an existing position.

Accessibility for Ontarians with Disabilities Act

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.

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#LI-hybrid

Required Skills:

Communication, Presentations, Relationship Building, Team Management, Team Organization

 

 

Preferred Skills:

Customer Service, French Language

 

 

The anticipated base pay range for this position is :

$87,000.00 - $140,300.00

Additional Description for Pay Transparency: