Jobs for People with MS: National MS Society

Warehouse, Distribution & Customer Service Lead - 2406196373W

Description

Johnson & Johnson is currently seeking a Warehouse, Distribution & Customer Service Lead to join our Supply Chain Deliver team located in Bandar Sunway.

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/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.

At Johnson & Johnson, we all belong.

Position Summary:

• The Customer Service and Warehouse & Distribution Lead will be responsible for Customer Services, Warehouse and Logistics Operations as well as execution of company strategies in these areas. He/she will provide leadership to the employees and manage the relationships with the 3PL partners and distributors and intermediaries managing these functions for MedTech business. He/she will be responsible for ensuring the day-to-day operations are run in a safe and compliant manner in line with J&J Revenue and Inventory compliance, EHS&S, Quality, Regulatory, SOX and HCBI policies & standards. Champion a culture of continuous improvement across quality, safety, cost, efficiency, and customer service.

Key Responsibilities:

• Supervises the day-to-day order management activities of customer service representatives and 3rd party Logistics / Distributor teams.

• Collects data and prepares routine reports for management review.

• Strengthen Operations and collaborate with 3PL/4PL for any process improvements.

• Report and communicate the results from process improvement efforts to division leadership.

• Lead monthly or quarterly performance review with 3PL / 4PL. Monitor performance and improvement in key metrics.

• Ensuring customer service level is maintained by 3PL/4PL as per SLA and monitor improvement action plans up to completion and effectiveness check.

• Participate actively in alignment and adherence to business objectives, policies, and procedures.

• Knowledge of the details of team member’s tasks and can act as backup to perform day to day tasks in SAP including sales and data interface.

• Directly responsible person during internal and external audits (e.g. Compliance audit, Internal audit, GDPMD audit) and able to articulate and walk auditors through all processes in detail.

• Ensure related payments to 3PL/4PL suppliers are made on time.

• Ensuring all operations are carried out in an appropriate, cost-effective manner.

• Performs other special projects and functions as assigned.

Customer Service

• Ensure OTC processes adherence to optimize Warehouse and Distribution budget as well as drive Cost improvement initiatives.

• Monitor OTC process related activities for compliance with business procedures and workflows.

• Works closely with commercial partners to measure customer satisfaction relating to ordering process and delivery arrangement.

• Participate in customer’s supply chain related meetings / reviews as required.

• Advises management of changing needs and recommends process changes to accommodate customer requirements.

• Review distribution complaint or delivery service issue trends and initiate relevant remediation / CAPA.

• Active participation and Assists in the development of business objectives, policies, and procedures.

• Lead customer service improvements initiatives.

Warehouse and Distribution Management

• Build partnerships with Process Owners and Business Leaders at all levels of the organization.

• Utilize various process improvement tools and methodologies to define activities that are aligned with business objectives.

• Prepare detailed plans to track project performance and assure timely completion and achievement of project deliverables.

• Ensure the organization’s processes remain legally compliant and diligently participate in compliance program-related activities as denoted by supervisor.

• Work with Distributor and internal stake holders to ensure service on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements.

• Directly responsible individual (DRI) for Trade Operation matters.

• Manage warehouse activities such as special projects, IT improvements, Annual wall to wall count with 4PL.

• Manage Due Diligence exercise in J&J system for suppliers.

• Provide data on warehouse and distribution as and when requested by management or regional and local partners.

• All other tasks related to warehouse, distribution, and logistics for MedTech division.

Key Business Result:

• Customer Service Levels / OTS / OTD / OTIF / LIFR

• Inventory KPIs – Inventory Record Accuracy (IRA)

• J&J Internal Revenue and Inventory Compliance requirements

• Warehouse & Distribution Spend

• Quality - Critical Observations / Field Escalations / CAPA Closure

• HCBI - Due Diligence & Annual Certification

• Cost Improvement plans

• EHS&S - Good Saves, Significant Good Saves, Lost Working Days

Qualifications

• Bachelor's degree or equivalent any discipline.

• At least 6 years’ experience in related field – warehouse, logistic and customer service.

• Excellent verbal and written communication skills - proficiency in written and oral English is required.

• Innovative mindset, crisis management, project management, change management, knowledge management, technology and data management, quality mindset, global mindset, influencing, analytics and problem solving, decision making, compliance orientation, business case development, and drive for continuous improvement.

• Demonstrated ability to handle multiple projects.

• Strong interpersonal skills and the ability to function as both a team player and a team leader, able to develop and maintain excellent working relationships, work successfully within a team environment, proactive team player, able to take charge and follow-through.

• Cultural sensitivity and ability to work and thrive in a multi-cultural environment, as well as an ability to work in a matrix environment are required.

• Having Flexibility and ability to adapt to an ever- changing supply chain environment and organization development driven.

• Structure and execute projects independently.

Primary Location Asia Pacific-Malaysia-Selangor-Petaling Jaya

Organization Johnson & Johnson Sdn. Bhd. (8275)

Job Function Warehouse & Distribution

Req ID: 2406196373W