Robotics & Digital Customer Support Lead

6032-DePuy Synthes Sales, Inc. Legal Entity; Raritan Township (ND); On-site; USD 102,000 - 177,000; Full time

Job summary

Johnson & Johnson is seeking a Senior Customer Management leader to oversee a team coordinating customer orders across Sales, Marketing, Contract Management, Distribution, and Transportation, ensuring on-time, accurate deliveries.

You will drive process improvements, manage invoicing and billing plans, support asset returns, and collaborate with installation planning and cross-functional partners to deliver a seamless customer journey.

Qualifications

• Education: Bachelor’s degree is required. Bachelor's Degree preferably in Business, Supply Chain Management, Engineering, or a related field.
• Experience: A minimum of 5 years of experience in a leadership role related to logistics, supply chain, or contract management.
• Strong understanding of SAP and CRM systems, as well as product and process flows, preferred.

Responsibilities

• Coordinate with internal teams—including Sales, Marketing, Contract Management, Distribution, and Transportation to ensure smooth execution of customer orders.
• Proactively troubleshoot and resolve issues when orders do not proceed as planned to minimize delays and meet scheduled installation dates.
• Manage invoicing and billing plan processing in accordance with go-to-market models and contract requirements.
• Execute return orders and support asset retrieval processes.
• Logistics Coordination: serve as the primary point of contact while leading the team in managing customer orders and collaborating with distribution center leads across multiple DCs.
• Collaborate with installation planning teams on distribution and robotic installation activities.
• Collaborate with Commercial on forecasting, escalation management, and business continuity planning activities.
• Process Optimization and Improvement: identify opportunities for process improvement and implement solutions that enhance efficiency and accuracy.
• Oversee the development and maintenance of dashboards that track order processing efficiency.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

Skills

Communication

Continuous Improvement

Customer Centricity

Customer Engagement

Customer Satisfaction

Customer Service

Customer Service Philosophy

Customer Support Operations

Customer Support Trends

Developing Others

Inclusive Leadership

Leadership

New Program Development

Personalized Services

Process Improvements

Service Request Management

Stakeholder Engagement

Team Management

Education

Bachelor's degree

Job description

Johnson & Johnson is seeking a Senior Customer Management leader to oversee a team coordinating customer orders across Sales, Marketing, Contract Management, Distribution, and Transportation, ensuring on-time, accurate deliveries.

You will drive process improvements, manage invoicing and billing plans, support asset returns, and collaborate with installation planning and cross-functional partners to deliver a seamless customer journey.