Customer Service Supervisor: End-to-End Orders & Improvements

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

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.