ANZ Customer Service Leader — MedTech & Ops

Antler Co; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive remuneration

Parental leave

Volunteer leave

Wellbeing Day

Life insurance

EAP

Job summary

Johnson & Johnson, a leader in MedTech, seeks a Customer Service Manager to lead the ANZ function and deliver seamless order management, inquiries, and service delivery. You will partner with Commercial, Supply Chain, and Finance to drive outcomes and shape service strategy across the region.

You will guide a high-performing team, manage budgeting, and implement continuous improvement initiatives while ensuring compliance with quality and regulatory standards.

Qualifications

• Leadership experience in Customer Service, Supply Chain, or Operations.
• Experience in a complex, matrix environment (MedTech or Healthcare preferred).
• Proven ability to lead and develop high-performing teams.
• Strong understanding of customer service operations, metrics, and continuous improvement.
• Excellent stakeholder management and influencing skills.
• Commercial acumen with budgets and driving performance outcomes.
• Experience with ERP/CRM systems (SAP, Salesforce).
• Tertiary qualifications in Business, Supply Chain, or a related field preferred.

Responsibilities

• Lead and develop the Customer Service team supporting the business across ANZ.
• Drive service performance across key metrics including OTIF, Fill Rate, Backorders, Returns, and Complaints.
• Oversee order management, customer enquiries, and invoicing processes to ensure high-quality service delivery.
• Partner closely with Commercial and Supply Chain teams to optimise end-to-end customer experience.
• Monitor performance metrics and implement improvement initiatives to enhance service outcomes.
• Build strong cross-functional relationships to support business priorities and customer needs.
• Manage Customer Service budget and support delivery of financial targets.
• Drive operational excellence through process optimisation and continuous improvement initiatives.
• Ensure effective workforce planning, training, and capability development within the team.
• Maintain compliance with internal processes, quality standards, and regulatory requirements.

Skills

Analytical Reasoning

Benchmarking

Consulting

Demand Forecasting

Distribution Management

DRP

Financial Competence

Lean Supply Chain Management

Operational Excellence

Order Management

Organizing

Process Improvements

Procurement Policies

Quality Assurance

SOP

Strategic Supply Chain Management

Supply Chain

Technical Credibility

Education

Bachelor's degree in Business / Supply Chain

Tools

SAP

Salesforce

Job description

Johnson & Johnson, a leader in MedTech, seeks a Customer Service Manager to lead the ANZ function and deliver seamless order management, inquiries, and service delivery. You will partner with Commercial, Supply Chain, and Finance to drive outcomes and shape service strategy across the region.

You will guide a high-performing team, manage budgeting, and implement continuous improvement initiatives while ensuring compliance with quality and regulatory standards.