Team Leader, Apac Customer Care Centre

Johnson & Johnson is currently seeking a Team Leader, Customer Service to join our APAC Customer Care Centre 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 Supervisor is responsible for leading teams of CS Coordinators for responsible market to

perform transactional services to customers and other CS stakeholders.
- The Supervisor is expected to be proficient in all transactional processes performed by direct reports and have a

thorough understanding of the overall Distribution & Logistics and Customer Service (CS) organizations. The

Supervisor is expected to enable strong relationships and collaboration across functions as needed to provide service

to customers.
- Individual will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between

Customer Service and other key business units, including Supply Chain, Commercial, Finance and Shared Services.
- The CS Supervisor will monitor team efficiency and effectiveness based on pre-determined organization performance

metrics. The Supervisor reports to a CS Manager and escalates complex customer issues as needed.
- The CS Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical

training and maintain a collaboration environment among CS employees

Key Responsibilities:

- Responsible for the customer service inventory management process
- Provides oversight for order management, inquiry management, and invoice management activities performed by Customer Service Representatives.
- Monitoring daily/weekly/monthly operational BAU of the KL Hub to ensure that all defined KPI’s (department & CS Rep level) as achieved.
- Handle all escalated internal/external customer issues that cannot be supported by CS Representatives.
- Optimize resource allocation based on the forecasted transaction volume and CSR’s performance/capabilities.
- Multitask and upskill the team to support added task such as follow-up with warehouse on any ad hoc cases, attend operational forums as a spokesperson on behalf of the CS Supervisor handle any escalated cases, support on ad hoc reports etc.
- Review current processes and streamline them based on best approach/practices.
- Drive service quality by providing training and coaching for CS rep.
- Network/interact with all relevant stakeholders within the respective market in order to strengthen

work relationship and build agility.

**Qualifications**:

- Generally, requires 5-7 years related experience in within Supply Chain division in Medical Devices / Pharmaceutical field
- Technical skills: MS Office, SAP, J&J Customer Connect
- Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of

information Demonstrate proficiency in written and oral communications, People leadership.
- English plus at least one local language.