Customer service manager

jj; Sydney; On-site; AUD 130,000 - 160,000; Full time

Benefits offered by this job

Parental leave

Volunteer leave

Extra annual leave

Wellbeing day

Wellness reimbursement

Employee assistance

Compassionate leave

Life insurance

Job summary

Johnson & Johnson is seeking a Customer Service Manager to lead the Customer Service function across ANZ and deliver an exceptional customer experience from order management to service delivery. You will partner with Commercial, Supply Chain and Finance to drive outcomes and growth.

In this highly visible role you will shape CS strategy, build capability within the team, and lead continuous improvement initiatives while maintaining strong governance and budgetary control.

Qualifications

• Proven leadership experience within Customer Service, Supply Chain, or Operations.
• Experience 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 such as SAP or Salesforce.
• Tertiary qualifications in Business or Supply Chain.

Responsibilities

• Lead and develop the Customer Service team supporting the business across ANZ.
• Drive service performance across OTIF, Fill Rate, Backorders, Returns and Complaints.
• Oversee order management, customer enquiries, and invoicing processes to ensure high-quality service delivery.
• Partner 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 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

Leadership

Customer service operations

Stakeholder management

Budget management

Process improvement

Analytical thinking

Education

Tertiary qualifications in Business or Supply Chain

Tools

SAP

Salesforce

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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.

Required Skills:

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