MYSG Deliver Specialist

Johnson & Johnson; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in healthcare innovation is seeking a MYSG IM Deliver Specialist to manage customer service, warehouse, and distribution operations. The role involves ensuring customer satisfaction, managing order processing, and improving logistics processes. Candidates should have strong analytical, problem-solving, and leadership skills, along with a degree in a relevant field and experience in OTC and logistics.

Qualifications

• Minimum 5 years' experience in OTC, warehouse, and distribution.
• Knowledge of RFx processes and public procurement principles.

Responsibilities

• Execute daily order management activities accurately and promptly.
• Monitor OTC process compliance with business procedures.
• Resolve complex customer complaints effectively.

Skills

Stakeholder Communication

Analytical Skills

Problem-Solving

Leadership

Multitasking

Education

Degree in Business Management

Degree in Logistics

Tools

SAP

MS Office

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 https://www.jnj.com

Job Function:

Supply Chain Delivery

Job Sub Function:

Deliver Excellence

Job Category:

Professional

All Job Posting Locations:

Petaling Jaya, Selangor, Malaysia

Job Description:

• The MYSG IM Deliver Specialist for Deliver (Customer Service, Warehouse & Distribution) assists in warehousing, distribution, and logistics operations. They also manage relationships with local suppliers/vendors and third-party intermediaries, ensuring adherence to EH&S, Quality, Regulatory, SOX, HCBI policies and standards.
• Responsible for ensuring customer satisfaction through effective management of the customer order processing function, timely responses to inquiries, and resolution of Order to Cash (OTC) process issues.
• Plan, coordinate, and control activities of the customer service team to maintain and enhance customer relationships and meet organizational objectives.
• Support efficient and compliant execution of tendering activities in accordance with procurement standards and regulations, tracking their status and ensuring alignment with project deadlines.
• Support end-to-end delivery activities for Malaysia and Singapore.

Job Responsibilities:

• Execute daily order management activities accurately and promptly.
• Collect data and prepare routine management reports.
• Monitor OTC process compliance with business procedures and workflows.
• Collaborate with commercial partners to measure customer satisfaction related to ordering and delivery.
• Ensure proper documentation within tendering and contract processes.
• Act as liaison between J&J, the commercial team, and distributors to address queries timely.
• Coordinate preparation and submission of RFPs and tender documents in line with client requirements and company objectives.
• Participate in customer supply chain meetings and reviews.
• Notify management of changing needs and recommend process improvements.
• Resolve complex customer complaints effectively.
• Work with 3PL/4PL providers to ensure timely service and delivery, supporting business growth and process improvements.
• Align customer service activities with overall supply chain strategies.
• Participate in policy adherence and process alignment initiatives.
• Provide backup for team members during absences.
• Refer to TV-SOP-13882 JJMY SOP for roles related to Controlled Substances.
• Lead a small team to develop people management skills.

Processes and Reporting:

• Continuously improve warehouse and logistics processes to support superior customer service and operational excellence.
• Identify strategic opportunities for service, productivity, and cost improvements.

Key Business Results:

• Warehouse and logistics KPI and service level excellence.
• Customer service KPI excellence.
• Inventory movement and reconciliation excellence.
• Vendor payment excellence.

Job Requirements:

Knowledge of SAP (OTC and related modules), fluency in business languages, stakeholder communication skills, and good people management skills. The specialist will support ad hoc tasks and projects as needed.

• Degree in Business Management, Economics, International Studies, Logistics, or Operational Management preferred.
• Minimum 5 years' experience in OTC, warehouse, and distribution.
• SAP system knowledge, especially OTC and Warehouse Management.
• Basic understanding of EDI, VMR, Order Management, and Return & Rejection Processes.
• Strong analytical, problem-solving, and decision-making skills.
• Ownership and coordination skills for customer issues.
• Knowledge of RFx processes and public procurement principles.
• Leadership and multitasking abilities.
• Report and policy briefing skills.
• Confidentiality and interpersonal skills, with the ability to work in a multicultural environment.
• Flexibility and adaptability to changing environments.
• Willingness to work on public holidays and extra hours.
• Proficiency in MS Office applications.