Customer Process Lead, MedTech | Markham, Ontario, Canada

7694-Johnson & Johnson Canada Inc. Legal Entity; Markham; On-site; CAD 74,000 - 120,000; Full time

Job summary

Johnson & Johnson in Markham, Canada is seeking a Customer Process Lead, MedTech (MT) to lead end-to-end order management processes and improve the customer experience.

The role partners cross-functionally to deliver sales order management solutions, provide ERP system support, and develop training materials. A post-secondary degree and 5+ years in supply chain or customer service are preferred. Fluency in French is an asset.

Qualifications

• Post-secondary degree or diploma preferred.
• Minimum 5 years relevant business experience (e.g., Supply Chain, Customer Service, Operations).
• Strong knowledge of Microsoft applications; SAP experience is required.

Responsibilities

• Lead end-to-end sales order management processes and systems.
• Provide first-line ERP system support and escalate as needed.
• Develop and maintain SOPs, WIs and training materials.
• Onboard and coach new MT Customer Logistics team members.

Skills

Microsoft applications

ERP experience

Cross-functional collaboration

Project leadership

Bilingual in French asset

Education

Post-secondary degree or diploma preferred

Tools

SAP

Sales order management systems

CRM systems

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

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Professional

Job Posting Locations

Markham, Ontario, Canada

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Position

Customer Process Lead, MedTech (MT)

Purpose

The Customer Process Lead, MedTech (MT) plays a lead role in the development, optimization and implementation of processes and system solutions, in support of order management, business objectives, and an exceptional customer experience. The Customer Process Lead MT collaborates across functions and segments on end-to-end sales order management processes and systems, developing and executing plans that will improve service, create operational efficiencies, and enhance performance. This individual leads the onboarding of all new MT Customer Logistics team members and provides ongoing training and coaching to the entire team. The Customer Process Lead MT provides systems and process support and acts as first point of escalation for the team. You will be responsible to: Partner cross functionally, cross segment and globally to develop and deliver sales order management and customer service solutions, process improvements and value creation initiatives to meet customer and business needs. Provide first line support to the Customer Logistics team for any process or ERP systems related questions and issues; elevate issues through the appropriate channels for resolution. Provide end-to-end support to the Customer Logistics team for any process or systems related questions and issues for Salesforce.com and Genesys; manage escalation through the appropriate channels for resolution. Lead the training and documentation for new systems, system enhancements and system break‑fixes. Develop and maintain all departmental documentation including Standard Operating Procedures (SOPs) and Work Instructions (WIs), and ensure in accordance with SOX. Continued enforcement of these policies through reminders and retraining. Lead the new employee onboarding and the ongoing coaching and training of all Customer Logistics team members. Develop and maintain new employee training plans and materials. Represent Canada on Global Learning Teams for Customer Service. Lead OTIF@D investigations, identify process and training opportunities for Customer and Order Management. Lead Call Quality Program. Lead or represent as a subject matter expert on projects including, but not limited to: Customer data analysis and optimization projects E‑commerce projects Customer relationship management systems Process optimization projects New product introductions, new Business projects, including acquisitions and divestitures Systems and technology projects/enhancements Cost Improvement Projects (CIPs) Compliance projects Support the customer service queues on an as needed basis.

Qualifications

Post‑secondary degree or diploma preferred, or equivalent experience is required. Minimum of 5 years relevant business experience is required (e.g., Supply Chain, Customer Service, Operations). Strong working knowledge of Microsoft applications is required. Experience and aptitude for systems including ERP systems, SAP experience is required. Bilingual in French is an asset. Proven experience leading projects or serving as a key contributor to cross‑functional initiatives. Results driven with full accountability to deliver against priorities and timelines, sense of urgency on priorities. Able to work autonomously and to make decisions within scope of influence and authority. Collaboration and partnering with a track record of cultivating productive business relationships across a matrixed organization. A strong bias for developing solutions and for driving and promoting continuous improvement. Coaching, training, and providing constructive feedback.

Salary

The expected base pay range for this position is $74,000 to $119,600 CAD. Under current guidelines, this position is eligible for a discretionary performance bonus.