Customer Service Supervisor: Lead CX & Process Improvement

Johnson Johnson; Fatih; On-site; TRY 300,000 - 420,000; Full time

Job summary

Johnson & Johnson Innovative Medicine is seeking a Customer Service Supervisor based in Istanbul to lead the order management and customer service teams. You will collaborate across departments, drive process improvements, and ensure compliant, high-quality service to internal and external stakeholders.

Ideal candidates bring 5+ years in business, 3+ years in customer service, and strong analytical/communication skills in English and Turkish. SAP experience is highly valued in this role.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Fluent English

Fluent Turkish

Excellent communication

Analytical reasoning

Customer centricity

Change and project management

Strong presentation skills

Issue remediation

Education

Basic degree in Science, Engineering or Technical subjects

Tools

SAP

I2C systems knowledge

Job description

Johnson & Johnson Innovative Medicine is seeking a Customer Service Supervisor based in Istanbul to lead the order management and customer service teams. You will collaborate across departments, drive process improvements, and ensure compliant, high-quality service to internal and external stakeholders.

Ideal candidates bring 5+ years in business, 3+ years in customer service, and strong analytical/communication skills in English and Turkish. SAP experience is highly valued in this role.