Warehouse, Distribution

Johnson & Johnson is currently seeking a **Warehouse, Distribution & Customer Service Lead **to join our Supply Chain Deliver team located in Bandar Sunway.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.
At Johnson & Johnson, we all belong.

**Position Summary**:

- The Customer Service and Warehouse & Distribution Lead will be responsible for Customer Services, Warehouse and Logistics Operations as well as execution of company strategies in these areas. He/she will provide leadership to the employees and manage the relationships with the 3PL partners and distributors and intermediaries managing these functions for MedTech business. He/she will be responsible for ensuring the day-to-day operations are run in a safe and compliant manner in line with J&J Revenue and Inventory compliance, EHS&S, Quality, Regulatory, SOX and HCBI policies & standards. Champion a culture of continuous improvement across quality, safety, cost, efficiency, and customer service.

**Key Responsibilities**:

- Supervises the day-to-day order management activities of customer service representatives and 3rd party Logistics / Distributor teams.
- Collects data and prepares routine reports for management review.
- Strengthen Operations and collaborate with 3PL/4PL for any process improvements.
- Report and communicate the results from process improvement efforts to division leadership.
- Lead monthly or quarterly performance review with 3PL / 4PL. Monitor performance and improvement in key metrics.
- Ensuring customer service level is maintained by 3PL/4PL as per SLA and monitor improvement action plans up to completion and effectiveness check.
- Participate actively in alignment and adherence to business objectives, policies, and procedures.
- Knowledge of the details of team member’s tasks and can act as backup to perform day to day tasks in SAP including sales and data interface.
- Directly responsible person during internal and external audits (e.g. Compliance audit, Internal audit, GDPMD audit) and able to articulate and walk auditors through all processes in detail.
- Ensure related payments to 3PL/4PL suppliers are made on time.
- Ensuring all operations are carried out in an appropriate, cost-effective manner.
- Performs other special projects and functions as assigned.

**Customer Service**
- Ensure OTC processes adherence to optimize Warehouse and Distribution budget as well as drive Cost improvement initiatives.
- Monitor OTC process related activities for compliance with business procedures and workflows. - Works closely with commercial partners to measure customer satisfaction relating to ordering process and delivery arrangement.
- Participate in customer’s supply chain related meetings / reviews as required.
- Advises management of changing needs and recommends process changes to accommodate customer requirements.
- Review distribution complaint or delivery service issue trends and initiate relevant remediation / CAPA.
- Active participation and Assists in the development of business objectives, policies, and procedures.
- Lead customer service improvements initiatives.

**Warehouse and Distribution Management**
- Build partnerships with Process Owners and Business Leaders at all levels of the organization.
- Utilize various process improvement tools and methodologies to define activities that are aligned with business objectives.
- Prepare detailed plans to track project performance and assure timely completion and achievement of project deliverables.
- Ensure the organization’s processes remain legally compliant and diligently participate in compliance program-related activities as denoted by supervisor.
- Work with Distributor and internal stake holders to ensure service on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements.
- Directly responsible individual (DRI) for Trade Operation matters.
- Manage warehouse activities such as special projects, IT improvements, Annual wall to wall count with 4PL.
- Manage Due Diligence exercise in J&J system for suppliers.
- Provide data on warehouse and distribution as and when requested by management or regional and local partners.
- All other tasks related to warehouse, distribution, and logistics for MedTech division.

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