Customer Process Lead, MedTech | Markham, Ontario, Canada

Antler; Markham; On-site; CAD 74,000 - 120,000; Full time

Job summary

Johnson & Johnson in Markham, Ontario, is seeking a Customer Process Lead, MedTech for the Canada team. Based in Markham, you will drive end-to-end order management, system improvements, and training of the MT Customer Logistics group.

You will lead onboarding, develop SOPs, and partner across functions to deliver improved service and efficiency. A strong background in ERP/SAP and a proactive, autonomous approach are essential.

Qualifications

• Post-secondary degree or diploma preferred, or equivalent experience is required.
• Minimum of 5 years relevant business experience (e.g., Supply Chain, Customer Service, Operations).
• Strong working knowledge of Microsoft applications.
• Experience with ERP systems; SAP experience is required.
• Bilingual in French is an asset.
• Proven experience leading projects or contributing to cross-functional initiatives.
• Results driven with accountability to priorities and timelines.
• Able to work autonomously and to make decisions within scope of influence.
• Collaborative with a track record of cultivating productive relationships across a matrixed organization.
• Strong bias for developing solutions and for driving continuous improvement.
• Coaching, training, and providing constructive feedback.

Responsibilities

• Partner cross functionally, cross segment and globally to develop and deliver sales order management and customer service solutions.
• Provide first line support to the Customer Logistics team for process/ERP questions; escalate as needed.
• Provide end-to-end support for Salesforce.com and Genesys; manage escalation through proper channels.
• Lead training and documentation for new systems, enhancements and fixes.
• Develop and maintain SOPs and Work Instructions, ensuring SOX compliance and retraining.
• Lead onboarding and ongoing coaching of Customer Logistics staff.
• Develop training plans and materials for new hires.
• Represent Canada on Global Learning Teams for Customer Service.
• Lead OTIF investigations and identify process/training improvements.
• Lead Call Quality Program.
• Participate in projects including data analysis, e-commerce, CRM, process optimization, new product introductions, and tech enhancements.
• Support the customer service queues as needed.

Skills

Cross-functional collaboration

Project leadership

Autonomous decision-making

Coaching & training

Collaboration across matrix

Continuous improvement

Stakeholder management

Education

Post-secondary degree or diploma

Tools

SAP

Microsoft Office

ERP 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.

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Job Sub Function

Job Category

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Markham, Ontario, Canada

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 personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Customer Process Lead, MedTech to join our J&J Customer Solutions Canada team. This position is based in Markham, Ontario, Canada.

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; escalated 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 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.

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.

AI Usage Disclosure

The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure

This job posting is for an existing position.

Accessibility For Ontarians With Disabilities Act

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.

Required Skills

Preferred Skills