Customer Logistics Team Lead

Join to apply for the Customer Logistics Team Lead role at Johnson & Johnson MedTech.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.comJob FunctionCustomer ManagementJob Sub FunctionCustomer Service OperationsJob CategoryPeople LeaderAll Job Posting LocationsMarkham, Ontario, CanadaRole SummaryThe Team Lead, Customer Logistics MedTech will manage daily operations of the Customer Logistics team and act as a key interface between the customer and the business. This individual leads a sub team of the Customer Logistics MedTech department and is responsible for people leadership, performance management and talent development. 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 Through the development of team priorities in alignment with organizational strategy and business customer requirements, this individual will be responsible for delivering against critical metrics and for achievement of team goals and objectives. The Team Lead will partner cross‑functionally to drive efficiency and process/system improvements that will improve the customer experience and deliver cost savings and value.Major ResponsibilitiesDaily OperationsEstablish goals and priorities for team in line with service level agreements and organizational strategyAchieve business results for key performance indicators and other organizational objectivesDevelop and monitor resourcing strategy to support daily operations. Ensure that customer inquiries are resolved in a timely fashionManage Loaner and Mentor Billings analysts to ensure that revenues are recognized in accordance with accounting principlesManage all Sales Order Management processes and communications in compliance with business policies, SOPs, and SOX regulationsDevelop and maintain relationships with key internal and external parties including Sales & Marketing, Supply Planning, and key customersPeople Leadership & DevelopmentBuild and drive goals and objectives for the team and 7 individual team members. Regular reviews to ensure individuals are on track to meet their goals.Hold scheduled performance and development discussions with team members in alignment with the 5 Conversations modelProvide mentoring, feedback and developmental assignments to team membersProcess & ProjectsRepresent Customer Logistics in cross‑functional projects across the organizationFocus on continuous improvement: identify, assess, and communicate opportunities to Customer Logistics leadership teamLead projects and initiatives to improve customer experience, generate cost savings, drive efficienciesLead change within the team as projects and process improvements are implementedMetrics & ReportingMonitor and report key performance metrics and results; create and implement action plans to address performance gapsIdentify and implement reporting to track and measure progress against goalsJob Knowledge RequirementsRequired knowledge and experienceA minimum of 5 years of experience in a related field e.g., Supply Chain, Logistics, Customer Service, HealthcarePrior experience leading people is requiredBachelor’s Degree or equivalent experience is requiredStrong analytical skills and ability to use data to drive recommendations and decisionsExperience, training, or certification in Six Sigma, Process Excellence or Lean is an assetExperience managing a team through changeProficiency with Microsoft Office applications is required, experience with SAP is preferred, Salesforce or other CRM system experience is an assetCore Competency RequirementsDevelops and delivers effective presentations and communicationsInstills accountability and responsibility in team members to deliver against goals and objectives.Partners cross functionally and influences effectively at all levelsUses feedback and insights to drive the search for solutions on the customer’s behalfChampions talent and proactively addresses any performance gaps or issuesRequired SkillsConsulting, 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)Seniority levelNot ApplicableEmployment typeFull‑timeJob functionManagement and ManufacturingIndustriesHospitals and Health Care #J-18808-Ljbffr