Customer Service Team Lead
Johnson & Johnson
Date: 1 day ago
City: Riyadh
Contract type: Full time

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:
Riyadh, Saudi Arabia
Job Description
Duties & Responsibilities
Responsible for creating a world-class customer experience by emphasizing excellence in customer service procedures and promoting cooperation, collaboration, and a culture of mutual trust.
Demonstrates the ability to collaborate with key stakeholders at all levels and across all functional areas, including Sales & Marketing, Quality, Finance, Supply Chain, and Regulatory Affairs. Model of the culture of Continuous Improvement and committed to technology and innovation, seeks opportunities to simplify and automate non-added-value tasks in order to eliminate waste.
Strong analytic abilities and the capacity to assess enormous quantities of information in order to reach good conclusions for successful decision making.
Local customer base understanding: Understanding of the local market and the ordering process of state (NUPCO) as well as private hospital
Partner with the appropriate teams and stakeholders to assist the implementation of key transformative initiatives in both the commercial and E2E supply chain domains, as well as the local customers' expectations and needs, such as the Nupco tender requirement.
Business Management: Supports the supply chain management activities; Monitors team performance on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on team management; Monitors service indicators; Delivers team development to suit evolving customer requirements and opportunities for improvement; Ensures the effective implementation of customer records, key contacts, reports and company policies; Executes department strategies and activities; Maintains expenses to ensure department objectives are met within budget; Recommends process/procedural improvements; Provides monthly reports on activities.
Respect and work according to and within J&J Business Conduct policy, HCC, SOX and the J&J Credo
Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value added services; Analyses customer requirements and supports others to achieve anticipated results; Coaches others to understand customer problem solving activities; Models strong inter-personal skills in communicating with the customer; Actively supports department initiatives by proactively assisting in the training and influencing their team.
Support the ERP transition to SAP 4 HANA.
Regular Visits to Customers to identify business needs, and promoting new initiatives that could improve Customer Satisfaction, through the Best-in-Class E2E processes
Travelling is required for this role.
Experience Required
Job Function
Customer Management
Job Sub Function
Non-Technical Customer Service
Job Category
Professional
All Job Posting Locations:
Riyadh, Saudi Arabia
Job Description
Duties & Responsibilities
Responsible for creating a world-class customer experience by emphasizing excellence in customer service procedures and promoting cooperation, collaboration, and a culture of mutual trust.
Demonstrates the ability to collaborate with key stakeholders at all levels and across all functional areas, including Sales & Marketing, Quality, Finance, Supply Chain, and Regulatory Affairs. Model of the culture of Continuous Improvement and committed to technology and innovation, seeks opportunities to simplify and automate non-added-value tasks in order to eliminate waste.
Strong analytic abilities and the capacity to assess enormous quantities of information in order to reach good conclusions for successful decision making.
Local customer base understanding: Understanding of the local market and the ordering process of state (NUPCO) as well as private hospital
Partner with the appropriate teams and stakeholders to assist the implementation of key transformative initiatives in both the commercial and E2E supply chain domains, as well as the local customers' expectations and needs, such as the Nupco tender requirement.
Business Management: Supports the supply chain management activities; Monitors team performance on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on team management; Monitors service indicators; Delivers team development to suit evolving customer requirements and opportunities for improvement; Ensures the effective implementation of customer records, key contacts, reports and company policies; Executes department strategies and activities; Maintains expenses to ensure department objectives are met within budget; Recommends process/procedural improvements; Provides monthly reports on activities.
Respect and work according to and within J&J Business Conduct policy, HCC, SOX and the J&J Credo
Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value added services; Analyses customer requirements and supports others to achieve anticipated results; Coaches others to understand customer problem solving activities; Models strong inter-personal skills in communicating with the customer; Actively supports department initiatives by proactively assisting in the training and influencing their team.
Support the ERP transition to SAP 4 HANA.
Regular Visits to Customers to identify business needs, and promoting new initiatives that could improve Customer Satisfaction, through the Best-in-Class E2E processes
Travelling is required for this role.
Experience Required
- Education: Relevant Bachelor’s degree, or equivalent combination of education and experience
- ears of Experience: Must have 4+ years' experience in management roles
- Solid Order-to-Invoice knowledge has developed with both End Customers and Distributors.
- Strong understanding of Customer care processes and systems
- Lead a group or team of emplovees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports.
- Coach his Team and foster a Talents growth culture promoting DE&l and a strong adherence to Our Credo.
- Excellent leadership and influence skills, able to bring vision to a group and across departments by showing a strong customer service mindset
- Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
- Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
- Language: English & Arabic a must
- Location: Saudi Arabia
- Relocation availability: No budget available for relocation, willing candidate will have to self-fund this.
- LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.
- CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.
- SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.
- LEAD: Create an environment where leadership and talent development is top priority.
- DELIVER: Deliver results by inspiring and mobilizing people and teams.
- Strong communication & interpersonal skills
- Strong analytical and problem-solving skills
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Lead Structural Field Engineer
Parsons Corporation,
Riyadh
6 hours ago
In a world of possibilities, pursue one with endless opportunities. Imagine Next!When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find...

Human Resources Manager (Real Estate Development , Riyadh)
Aroma city group,
Riyadh
7 hours ago
The ideal candidate will support the full scope of Human Resources responsibilities and partner with the organization on strategic initiatives. They will maintain and enhance the organization's human resources by planning, implementing, and evaluating human resources policies, programs, and practices. ResponsibilitiesRecruit and Onboard new hires Conduct performance management and provide feedback Manage Payroll and benefits for employeesQualificationsBachelor's degree or relevant experience...

EY Law - Financial Regulatory Lawyer - Riyadh, Saudi Arabia
EY,
Riyadh
11 hours ago
Financial Regulatory Lawyer – Manager, EY Law, RiyadhIn today’s ever-changing and interconnected world, organizations working across borders require access to constant, effective, and accurate legal advice to ensure both ethical and business compliance throughout their operations. Our globally recognized EY Law service line does exactly that and more with over 2000 lawyers covering more than 83 jurisdictions, allowing us to...
