Job Function: Customer Management
Job Sub Function: Customer Service Operations
Job Category:People Leader
All Job Posting Locations:Markham, Ontario, Canada
Job Description:J&J Canada, a member of the Johnson and Johnson family of companies is currently recruiting for a Team Lead - Customer Excellence, located in Markham, Ontario
An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.
In this position you will lead a cross-Business Unit team accountable for strategy, operational excellence, capabilities, and process oversight for order management and customer-facing functions. Enable and drive ERP and e-commerce platform optimization, master data accuracy, EDI/e-commerce capabilities, and compliant, efficient supply chain execution.
Key Responsibilities:What we doWe troubleshoot and improve the systems that process customer orders and keep order information correct. We take ownership of our ERP and customer facing platforms, fix issues, expand EDI/e-commerce capabilities, and ensure master data (UPC, barcodes, GDSN) is accurate so orders ship on time!
What you'll own- Translate business needs into clear system requirements and lead design, testing, training, and rollout.
- Triage and resolve problems across ERP, customer portals, EDI, and e-commerce; act as the escalation point.
- Maintain master data quality and governance so downstream teams can rely on accurate product information.
- Improve processes and reduce manual steps through automation and straightforward process fixes.
How we work - simple, collaborative, and practical. We focus on clear outcomes, not buzzwords. We ask questions, share what we learn, and make pragmatic choices together. We will partner with Finance, Sales, Distribution, Logistics, Compliance, and external partners so system changes actually solve real problems. We lead a small team and support each other's growth!
What we offer (typical J&J-style benefits) We offer competitive total rewards and practical support so you can do your best work. Benefits commonly include:
- Comprehensive health and wellbeing plans, plus mental-health resources.
- Retirement savings and employer contributions.
- Paid time off and flexible work arrangements.
- Learning and development programs to grow your technical and leadership skills.
- Note: exact offerings depend on role and location - we'll share details in the hiring conversation!
QualificationsEducation: A minimum of a Bachelor's degree and/or equivalent University degree preferred
Experience and Skills:Required:- Minimum four (4) years of relevant professional work experience.
- Experience in related order management / customer service / supply chain environment with progressive responsibility.
- SOX-controlled environment.
Preferred:- SAP Sales & Distribution and Supply Chain experience.
Other - This position may require up to 10% domestic and international travel.
Required Skills:Preferred Skills:Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)
The anticipated base pay range for this position is :$87,000.00 - $140,300.00
Additional Description for Pay Transparency:
