Customer Service Lead
vor 2 Monaten
Johnson & Johnson is currently seeking Customer Service Lead join our TEAM. The role can be based in Zuchwil, Switzerland.
About J&J MedTech
At Johnson & Johnson MedTech, we unleash diverse healthcare expertise, purposeful technology, and a passion for people to transform the future of medical intervention and empower everyone to live their best life possible. For more than a century, we have driven breakthrough scientific innovation to address unmet needs and reimagine health. In surgery, orthopedics, vision, and interventional solutions, we continue to help save lives and create a future where healthcare solutions are smarter, less invasive, and more personalized.
Resume
In this pivotal position, you will not only oversee our Customer Service operations but also serve as a critical strategist and change agent who fosters a customer-centric culture. Your mission will be to deliver outstanding service experiences while driving efficiency and excellence throughout the Order-To-Invoice processes.
Major Duties & Responsibilities
- Leadership & Team Development: Build, mentor, and inspire a motivated, customer-focused team that takes pride in delivering exceptional service.
- Customer Experience Excellence: Enhance service experiences to cultivate engaged and loyal customers through innovative solutions.
- Operational Excellence: Drive accountability and visibility within the Order-to-Invoice process, ensuring proactive issue resolutions, efficiency and sustainable savings.
- Continuous Improvement: Champion initiatives aimed at process optimization, simplification, and waste reduction while promoting a 'right first-time' approach.
- Financial Acumen: Collaborate with key stakeholders to manage budgets strategically while supporting sustainable profitability and P&L growth.
- Process Innovation: Lead efforts in digital transformation, intelligent automation, process mapping and process controls across service operations.
- Team Collaboration: Partner with various departments, including E2E Supply Chain, Finance, Quality, and Commercial, to promote teamwork and shared goals.
- Talent Development: Foster an environment of growth, diversity, equity, and inclusion consistent with our Credo Values.
**Qualifications**:
- A university degree in Supply Chain or Business.
- Over 8 years of relevant experience with a proven track record of team leadership and customer service excellence.
- Exceptional troubleshooting and multitasking abilities.
- Strong analytical, influencing, and collaborative skills.
- A strategic thinker who can manage complex operations effectively.
- Experience in project management is a plus.
- Proven ability to lead large-scale transformations.
- Digital expertise in automation and service operations.
- Bilingual proficiency in German and English; knowledge of French and/or Italian is a plus.
- Familiarity with SAP S4 HANA, SFDC, Power BI, and GenAI preferred.
- Experience in the Healthcare or MedTech industry is advantageous.
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