Customer Logistics Team Lead

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

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

Johnson & Johnson Med Tech is recruiting for a Team Lead of Customer Logistics. This position will be located in Markham, Ontario and follow a Hybrid work schedule. This position will be for a fixed term of 12 months.

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

Role Summary:

The Team Lead, Customer Logistics MedTech will manage daily operations of the Customer Logistics team and acts 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.

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 Responsibilities:

Daily Operations

• Establish goals and priorities for team in line with service level agreements and organizational strategy
• Achieve business results for key performance indicators and other organizational objectives
• Develop and monitor resourcing strategy to support daily operations. Ensure that customer inquiries are resolved in a timely fashion
• Manage Loaner and Mentor Billings analysts to ensure that revenues are recognized in accordance with accounting principles
• Manage all Sales Order Management processes and communications in compliance with business policies, SOPs, and SOX regulations
• Develop and maintain relationships with key internal and external parties including Sales & Marketing, Supply Planning, and key customers

2. People Leadership & Development

• Build 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 model
• Provide mentoring, feedback and developmental assignments to team members

3. Process & Projects

• Represent Customer Logistics in cross-functional projects across the organization
• Focus on continuous improvement: identify, assess, and communicate opportunities to Customer Logistics leadership team
• Lead projects and initiatives to improve customer experience, generate cost savings, drive efficiencies
• Lead change within the team as projects and process improvements are implemented

4. Metrics & Reporting

• Monitor and report key performance metrics and results; create and implement action plans to address performance gaps
• Identify and implement reporting to track and measure progress against goals

Job Knowledge Requirements:

Required knowledge and experience

• Bachelor's Degree or equivalent experience is required
• A minimum of 5 years of experience in a related field e.g., Supply Chain, Logistics, Customer Service, Healthcare
• Prior experience leading people is required
• Strong analytical skills and ability to use data to drive recommendations and decisions
• Experience, training, or certification in Six Sigma, Process Excellence or Lean is an asset
• Experience managing a team through change
• Proficiency with Microsoft Office applications is required, experience with SAP is preferred, Salesforce or other CRM system experience is an asset

Core competency requirements:

• Develops and delivers effective presentations and communications
• Instills accountability and responsibility in team members to deliver against goals and objectives.
• Partners cross functionally and influences effectively at all levels
• Uses feedback and insights to drive the search for solutions on the customer's behalf
• Champion's talent and proactively addresses any performance gaps or issues

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)

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