Customer service manager

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

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Supply Chain Deliver

Job Sub Function

Deliver Excellence

Job Category

Professional

All Job Posting Locations

North Ryde, New South Wales, Australia

Job Description

ABOUT MEDTECH

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalised treatments.

Visit us at https://www.jnj.com/medtech to see how your unique talents will help patients on their journey to wellness.

THE OPPORTUNITY

We have an exciting leadership opportunity for a Customer Service Manager to lead the Customer Service function across ANZ.

In this role, you will drive operational excellence, lead a high-performing team, and ensure delivery of a seamless customer experience across order management, enquiries, and service delivery. You will partner closely with Commercial, Supply Chain, and Finance teams to deliver strong service outcomes and support business growth.

This is a highly visible leadership role with the opportunity to shape customer service strategy, drive continuous improvement, and build capability within the team.

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

About You

• Proven leadership experience within Customer Service, Supply Chain, or Operations
• Strong experience working in a complex, matrix environment (MedTech or Healthcare preferred)
• Demonstrated 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 experience managing budgets and driving performance outcomes
• Experience with ERP/CRM systems (e.g. SAP, Salesforce)
• Tertiary qualifications in Business, Supply Chain, or a related field preferred

Company Culture

• Competitive remuneration package.
• Continuous training and support.
• Award-winning leadership development programs.
• Inclusive, flexible, and accessible working arrangements.
• Equal opportunity employer supporting diversity and inclusion.

Why Choose Us

• Competitive remuneration package and continuous training.
• Supportive environment with award-winning leadership development programs.
• Inclusive, flexible, and accessible working arrangements for all.

Our Benefits

• Up to 18 weeks of parental leave to support new parents.
• 4 days of volunteer leave to give back to the community.
• Option to purchase up to 2 weeks of additional annual leave for extra time off.
• Enjoy a dedicated Wellbeing Day to prioritize self-care.
• Global Wellness Reimbursement of $780 per year for healthy eating, exercise, or mindfulness activities.
• Access to an Employee Assistance Program for personal and professional support.
• Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support.
• Life insurance coverage for added peace of mind.

And much more...

All applicants must have the rights to work in Australia.

Preferred Skills

• Analytical Reasoning
• Benchmarking
• Consulting
• Demand Forecasting
• Distribution Management
• Distribution Resource Planning (DRP)
• Financial Competence
• Lean Supply Chain Management
• Operational Excellence
• Order Management
• Organizing
• Process Improvements
• Procurement Policies
• Quality Assurance (QA)
• Standard Operating Procedure (SOP)
• Strategic Supply Chain Management
• Supply Chain
• Technical Credibility