Johnson & Johnson

Customer Process Lead, MedTech | Markham, Ontario, Canada

Johnson & Johnson • $74K — $119K *
Markham, ON L3R 0G6In-Person
Pharmaceuticals & Biotech
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Post-secondary degree or diploma preferred, or equivalent experience required.
  • Minimum of 5 years relevant business experience, ideally in Supply Chain, Customer Service, or Operations.
  • Strong working knowledge of Microsoft applications necessary.
  • Experience with ERP systems is required, SAP experience is a must.
  • Bilingual in French is an asset.
  • Proven track record in leading projects or contributing to cross-functional initiatives.
  • Results-driven with a strong sense of urgency for priorities.

Responsibilities

  • Partner across functions and regions to enhance sales order management and customer service solutions.
  • Provide first line support to the Customer Logistics team for process and ERP system queries.
  • Support the Customer Logistics team with Salesforce.com and Genesys-related issues and escalations.
  • Lead training and documentation efforts for new and enhanced systems.
  • Develop departmental documentation including SOPs and WIs in compliance with SOX regulations.
  • Oversee new employee onboarding and ongoing training for Customer Logistics team members.
  • Act as a subject matter expert on various projects, including process optimization and customer data analysis.

Benefits

  • Access to continuous training and professional development opportunities.
  • Exposure to innovative projects at the intersection of technology and healthcare.
  • Opportunity to work within a global team and contribute to meaningful healthcare solutions.
Full Job Description
Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Markham, Ontario, Canada

Job Description:
About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Customer Process Lead, MedTech to join our J&J Customer Solutions Canada team. This position is based in Markham, Ontario, Canada.

Purpose:

The Customer Process Lead, MedTech (MT) plays a lead role in the development, optimization and implementation of processes and system solutions, in support of order management, business objectives, and an exceptional customer experience.

The Customer Process Lead MT collaborates across functions and segments on end-to-end sales order management processes and systems, developing and executing plans that will improve service, create operational efficiencies, and enhance performance. This individual leads the onboarding of all new MT Customer Logistics team members and provides ongoing training and coaching to the entire team.

The Customer Process Lead MT provides systems and process support and acts as first point of escalation for the team.

You will be responsible to:

  • Partner cross functionally, cross segment and globally to develop and deliver sales order management and customer service solutions, process improvements and value creation initiatives to meet customer and business needs.
  • Provide first line support to the Customer Logistics team for any process or ERP systems related questions and issues; escalate issues through the appropriate channels for resolution.
  • Provide end-to-end support to the Customer Logistics team for any process or systems related questions and issues for Salesforce.com and Genesys; manage escalation through the appropriate channels for resolution.
  • Lead the training and documentation for new systems, system enhancements and system break-fixes.
  • Develop and maintain all departmental documentation including Standard Operating Procedures (SOPs) and Work Instructions (WIs), and ensure in accordance with SOX.
    • Continued enforcement of these policies through reminders and retraining.
  • Lead the new employee onboarding and the ongoing coaching and training of all Customer Logistics team members.
  • Develop and maintain new employee training plans and materials.
  • Represent Canada on Global Learning Teams for Customer Service.
  • Lead OTIF[redacted] investigations, identify process and training opportunities for Customer and Order Management.
  • Lead Call Quality Program.
  • Lead or represent as a subject matter expert on projects including, but not limited to:
    • Customer data analysis and optimization projects
    • E-commerce projects
    • Customer relationship management systems
    • Process optimization projects
    • New product introductions, new Business projects, including acquisitions and divestitures
    • Systems and technology projects/enhancements
    • Cost Improvement Projects (CIPs)
    • Compliance projects
  • Support the customer service queues on as needed basis.


Qualifications:

  • Post-secondary degree or diploma preferred, or equivalent experience is required.
  • Minimum of 5 years relevant business experience is required (e.g., Supply Chain, Customer Service, Operations).
  • Strong working knowledge of Microsoft applications is required.
  • Experience and aptitude for systems including ERP systems, SAP experience is required.
  • Bilingual in French is an asset.
  • Proven experience leading projects or serving as a key contributor to cross-functional initiatives.
  • Results driven with full accountability to deliver against priorities and timelines, sense of urgency on priorities.
  • Able to work autonomously and to make decisions within scope of influence and authority.
  • Collaboration and partnering with a track record of cultivating productive business relationships across a matrixed organization.
  • A strong bias for developing solutions and for driving and promoting continuous improvement.
  • Coaching, training, and providing constructive feedback.


The expected base pay range for this position is $74,000 to $119,600 CAD.

Under current guidelines, this position is eligible for a discretionary performance bonus.

AI Usage Disclosure
The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure
This job posting is for an existing position.

#LI-JS3
#LI-hybrid

Required Skills:

Preferred Skills:

About Johnson & Johnson

Scio Diamond creates single-crystal Type IIa diamonds for the jewelry market and for industrial applications. It employs a patent-protected chemical vapor deposition (CVD) process in a precisely controlled laboratory setting to produce diamonds. It was founded in 2009 and is headquartered in Greenville, South Carolina.

Johnson & Johnson Careers

Joining Johnson & Johnson provides an unparalleled opportunity to be a part of a global team of professionals dedicated to blending care, science, and innovation to profoundly change the trajectory of health for humanity.

Work You’ll Do

At Johnson & Johnson, you will engage in work that matters. Join our community of professionals in health care to drive significant and impactful changes across the globe. Our team at Johnson & Johnson leads with science and heart in sectors from pharmaceuticals to medical devices and consumer health products.

Transform Health Care

Leverage Johnson & Johnson’s culture of innovation to transform health care and improve the lives of people around the world. Our collaborative environment encourages leadership and growth, allowing you to pioneer new strategies for health care solutions with a diverse team of experts.

Innovative Work

Engage in groundbreaking work that enhances how care is delivered on a global scale. Johnson & Johnson’s commitment to innovative health solutions results in dynamic career paths filled with opportunities for professional growth and development.

Be Part of a Great Team

Our team at Johnson & Johnson thrives on collaboration and diversity. You will work alongside over 130,000 employees globally who are committed to making a lasting impact. With a culture that values diversity training and leadership, you are supported in both personal and professional growth.

Future-Proof Your Career

Johnson & Johnson offers a myriad of job opportunities and employment benefits designed to help you meet your career and personal goals. Our employees enjoy comprehensive benefits, including health insurance, retirement plans, and family-friendly policies that pave the way for a fulfilling career and life balance.

Explore Job Opportunities and Internships

Whether you’re looking to start your career or take it to the next level, Johnson & Johnson offers positions ranging from internships to leadership roles across various sectors. Enhance your skills through hands-on experience and our extensive networking and mentorship programs.

Johnson & Johnson Leadership and Development

Our commitment to leadership and continuous learning is at the core of our employment philosophy. Every position offers chances to lead, learn, and innovate. We provide extensive training programs and development courses that prepare you for the future of health care.

Stay Connected

Join Our Team

Search open positions that match your skills and interests. We are constantly hiring and looking for curious, driven, and compassionate team players.

SEARCH JOHNSON & JOHNSON JOBS

Keep Up to Date

Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

READ CAREERS BLOG

Job Alert Emails

Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Johnson & Johnson. Join Johnson & Johnson today to be a part of a team that values innovation, leadership, and diversity, and see how far your ambition can take you.
Learn more about Johnson & Johnson
Size
141,700 employees
Market Cap
$462.7 billion
Industry
Pharmaceuticals & Biotech
Net Income
$14.7 billion
Founded
1886
5 Year Trend
+5.5%
Revenue
$82.5 billion
NASDAQ
JNJ
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Johnson & Johnson

More Pharmaceuticals & Biotech Jobs

Find similar Customer Process Lead, MedTech | Markham, Ontario, Canada jobs:

NationwideMarkham, ON