MedTech Customer Experience Lead

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

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.