Customer Service Supervisor

Johnson & Johnson Innovation; Fatih; On-site; TRY 350,000 - 550,000; Full time

Job summary

Johnson & Johnson Innovative Medicine seeks a Customer Service Supervisor in Istanbul to oversee order management and cross‑functional collaboration across Sales Operations, Quality, Finance and Planning. You will ensure timely processing, handle inquiries and drive customer‑centric solutions.

You will lead process improvements, maintain SAP data, and support SOX controls while guiding a daily customer service team to meet KPIs and quality standards.

Qualifications

• Fluent in English and Turkish with strong communication skills.
• Excellent written and verbal communication abilities.
• Experience leading projects and cross‑functional teams.
• SAP knowledge is a big plus.

Responsibilities

• Collaborate with Sales Operations, Quality, Finance and Planning to support order management and customer service.
• Participate in monthly S&OP meetings to align sales and supply-chain strategies.
• Manage the end-to-end order lifecycle and be the primary contact for inquiries and complaints.
• Diagnose and resolve order issues with internal and external partners to ensure customer satisfaction.
• Support Tender, Private Hospital, and Clinical Trial sales channels with stakeholders.
• Lead or contribute to cross-functional projects and continuous improvement initiatives.
• Ensure Quality and SOX compliance through audits and controls.
• Oversee invoicing and credit/debit processes and manage SAP data.
• Monitor KPIs and daily operations of the customer service team.
• Lead continuous improvement and cross-functional projects for efficiency.
• Supervise daily customer service operations and enforce policies.

Skills

Fluent English

Fluent Turkish

Verbal communication

Written communication

Analytical skills

Project leadership

Change management

Independent work

Education

Science/Engineering/Technical degree

Tools

SAP

Job description

Job Function

Customer Management

Job Sub Function

Non-Technical Customer Service

Job Category

Professional

All Job Posting Locations

Istanbul, Turkey

Job Description

Johnson & Johnson Innovative Medicine is recruiting for a Customer Service Supervisor to be based in Istanbul, Türkiye.

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at jnj.com.

Learn more at https://www.jnj.com/innovative-medicine.

Essential Job Duties and Responsibilities

The candidate will play an active role within the organization, working collaboratively across various departments and with external partners to ensure seamless order management and customer service. They will demonstrate strong analytical skills, a focus on quality, and an ability to develop customer‑centric solutions. The role also involves supporting compliance standards, process improvements, and cross‑functional projects to drive operational excellence.

• Collaborate with Sales Operations, Quality, Finance, Planning, Regulatory, HEMAR, and third‑party logistics to support seamless order management and customer service.
• Participate in monthly S&OP meetings to align sales and supply‑chain strategies.
• Manage the end‑to‑end order lifecycle: process orders accurately and on time, and act as the primary contact for order inquiries and complaints.
• Diagnose and resolve order issues with internal and external partners to maintain customer satisfaction and operational efficiency.
• Support Tender, Private Hospital, and Clinical Trial sales channels with relevant stakeholders.
• Lead or contribute to cross‑functional projects and continuous improvement initiatives.
• Ensure Quality and SOX compliance: coordinate audits, implement controls, and produce required compliance reports.
• Oversee invoicing and credit/debit processes with Commercial, I2C, and Finance teams; maintain SAP customer and material master data.
• Monitor and report key performance indicators (e.g., OTIF‑D, Perfect Order) and manage the daily operations of the customer service team
• Lead or contribute to continuous improvement and cross‑functional projects to drive operational efficiency.
• Supervise daily customer service operations, enforce company policies, and uphold regulatory requirements.

Minimum Qualification

• Minimally basic degree in Science, Engineering and Technical subjects.
• Fluent English & Turkish
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers & stakeholders.
• SAP knowledge is a big plus
• Excellent analytical skill to identify gaps and root causes of issues and think out of the box to develop a solution.
• Must be able to work independently with minimum supervision to meet tight deadlines and maintain a positive attitude.
• Customer Centric approach.
• Change and project management experience.
• Strong presentation skills.
• Issue remediation experience.

• A minimum of 5 years of business experience is required.
• A minimum of 3 years in a customer service environment is required.
• Experience leading projects to include developing project plans, developing recommendations and gaining partner consensus is required.
• Experience in project management and/or participating in process improvement projects is preferred.
• I2C systems knowledge experience is highly preferred.

Preferred Skills

Analytical Reasoning, Business Process Management (BPM), Communication, Corrective and Preventive Action (CAPA), Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Improvements, Service Request Management