Senior Customer Service Supervisor

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Milano, Italy

Job Description:

Summary

Johnson & Johnson Innovative Medicine is recruiting for a Senior Customer Service Supervisor Italy . The Senior Customer Service Supervisor will have the primary responsibility of managing a team composed of customer collaboration officers, ensuring the proper follow-up of all Customer Service activities.

MAIN ACTIVITIES

Management:

• Lead a team of seven Customer Service and Customer Collaboration agents.
• Ensure the proper development of team members.
• Manage 5 conversations.
• Career planning and training.
• Operational knowledge: Customer connectivity, SAP knowledge, order portfolio management, transversal connection

Operational Management:

• Ensure the smooth functioning of the “order to cash” process in compliance with SOX procedures.
• Extract, analyze, and manage the order portfolio.
• Perform daily checks and unblocking to guarantee delivery deadlines for our clients.
• Manage ongoing files.
• Maintain good customer relations.
• Reviews Work Instructions (WI) and operational procedures and provides retraining to staff
• Drives end-to-end process improvement across CS, D&T, and 3PL to redesign workflows.

Product Updates:

• Ensure the customer management team has all necessary information (product launches, switches, discontinuations, stock shortages, batch recalls, crisis management, etc.) to take appropriate actions.

Project Management and Continuous Improvement:

• Ensure the implementation of customer collaboration for the team: Customer meetings / Customer dashboards and any other projects or services needed by clients.
• Contribute to the development of C to C (Customer to Company) actions with partners.
• Roll out cross-sector initiatives with added value, involving the team: Customer surveys, NPS, PAC.
• Act as the European partner reference for project implementation.
• As a manager, ensure good relations with internal and external partners to have a deep understanding of the

environment and work on continuous improvement of procedures:

• Field & commercial teams, IT, RDS, Operations (E2E meetings), CQ, etc.
• Maintain good relations with Solutions teams and other Customer Service teams.

POSITIONING

KEY CONTACTS AND RELATIONSHIPS

• Internal: Pharmaceutical Affairs, Supply Chain, Cross-sector Services.
• External: Distributors, Suppliers / Subcontractors / Service Providers, Clients, Experts / Consultants.

REQUIRED PROFILE

• Education: University degree or equivalent in logistics, Supply Chain, Economics, or any other business studies
• Professional experience: Minimum of 5 years in logistics, customer service, and/or project management.

Language level: Fluent English

Essential Skills/Knowledge:

• Team management and communication skills
• Synthesis and analytical mindset
• Managing complexity
• Environment: Logistics.
• IT: Proficiency in ERP systems (SAP) and Excel, PBI Solutions
• Others: Project management and leadership, activity monitoring (KPIs), and analytical skills.

Read Full Description