Customer Service Supervisor

Johnson & Johnson Co.; Fatih; On-site; TRY 450,000 - 650,000; Full time

Job summary

Johnson & Johnson Co. seeks a Customer Service Supervisor to lead the Istanbul-based team, coordinating with Sales Operations, Quality, Finance, Planning and Regulatory to ensure seamless order management and outstanding customer service.

The position requires 5+ years in business, 3+ years in customer service, fluent English and Turkish, and strong analytical skills; SAP knowledge is a plus. You will drive process improvements, ensure SOX compliance, and manage daily operations.

Qualifications

• Basic degree in science, engineering or technical subjects.
• Fluent English and Turkish communication skills.
• Excellent verbal and written communication with internal and external customers.
• SAP experience is a big plus.
• Strong analytical ability to identify gaps and root causes.

Responsibilities

• Collaborate with Sales Operations, Quality, Finance, Planning, Regulatory, HEMAR and third-party logistics for seamless order management and customer service.
• Participate in monthly S&OP meetings to align sales and supply-chain strategies.
• Manage end-to-end order lifecycle and act as primary contact for inquiries and complaints.
• Diagnose and resolve order issues with partners to maintain satisfaction and efficiency.
• Support Tender, Private Hospital and Clinical Trial sales channels with stakeholders.
• Lead or contribute to cross-functional projects and continuous improvement.
• Ensure Quality and SOX compliance: coordinate audits, controls, and reports.
• Oversee invoicing and credit/debit processes; maintain SAP data.
• Monitor KPIs (e.g., OTIF-D, Perfect Order) and manage daily CS operations.
• Supervise daily CS operations, enforce policies and regulatory requirements.

Skills

Fluent English

Turkish

SAP knowledge

Analytical skills

Customer-centric

Project management

Change management

Independent worker

Stakeholder communication

Presentation skills

Education

Basic degree in Science/Engineering/Technical subjects

Tools

SAP

I2C systems knowledge

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:

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 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