Job Description

Position Summary Provide brief and concise statement explaining the main purpose for the existence of this position. Provide a brief summary of the role.

• Responsible for efficient, effective & smooth operation of Customer Service operations of Janssen India Role includes management of Customer Service 3PL, providing support in handling day-to-day activities of the customer service team for all customers in a best possible manner. Connecting with commercial & segment Supply Chain teams for Customer Service operational needs & issue resolution in OTC cycle.
• Responsible for customers Service complaints resolution & customers query resolution in time. Responsible to collect and manage internal documentation including customer documentation, regulatory risk and compliance, and other information need, meeting Customer service audit requirements. Align with Regional teams, and sometimes involve working on regional initiatives.

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Major Duties & Responsibilities In order of importance, briefly describe, in sentence form, the essential functions/major responsibilities of this position (principal duties and responsibilities of the position) as it exists today. Describe the job, not the person in the job. Each item listed below should be an essential function/major responsibility of the position, not a day-to-day activity.
Typically, job descriptions should contain no more than seven or eight major responsibilities ranked in order of highest percentage of time to least.

• Provides leadership to Janssen Customer Service operations team consisting of approx. 18 Customer service Associates
• Ensures Customer Service operational team delivers keeping Customer Centricity in focus, builds &

maintains connect with Sales & Sector plan colleagues

• Discover, Design & Deliver opportunities in the OTC process with a focus on improving Operational Efficiencies, Service Levels for Key Customers.
• Find opportunities on the customer service portfolio tools and provide ideas to improve the operation efficiency.
• Develop capabilities to handle new Business models like Modern Trade, Ecommerce.
• Act as single point of Contact to drive process changes in OTC Cycle.
• Ensure End-to-End supply chain processes are supporting customer and business needs. When challenges occur, will work with functional leads to drive improvements.
• Collects data and reviews operations reports to understand areas of improvement.
• Works to support project identification, prioritization, and selection process.
• Work on CEP survey & its action item implementation support
• Supply chain event management in alignment with sales team, Regulatory, legal, QA, Plan andEM/Make teams
• Attending to various audits and its requirement towards closure.
• Governance through established Key Performance indicators

Other Duties Describe important tasks or duties, not mentioned above, that are performed infrequently and are not critical to accomplishing the essential functions of the job



Qualifications


Required Qualifications, Knowledge, Skills and Abilities Consider and identify qualifications potential applicants must possess in order to be considered for the position. Basic Qualifications must be clearly stated, objective and relevant to this particular position.


Required Minimum Education:

• MBA from a best-in-class school preferred along with a requisite 3-4 year college degree (Business,engineering or related field)
• CSCP, APICS certifications preferred

Required Years of Related Experience:

• 2+ years related experience.

Required Knowledge, Skills and Abilities: (Include any required computer skills, certifications, licenses, languages, etc.)

• Experience using SAP (preferred) or other ERP statistical software packages
• Analytical capabilities
• Big picture orientation with attention to detail.
• Effectively runs and adapts to change.
• Good communication and team building skills
• Ability to lead cross-functionally

Primary Location
India-Maharashtra-Greater Mumbai-
Organization
Johnson & Johnson Private Limited (8080)
Job Function
Operations
Requisition ID
2206069527W