Job Description

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Shanghai, China

1.Principal Duties and Responsibilities (General Summary , essential functions and authorities, etc.)

主要工作职责（基本概况，主要功能，权限等）

Customer Service Operations & Performance Management

客户服务运营与绩效管理

• Ensure effective execution of Customer Service operations and support achievement of business objectives.

保障客户服务运营高效执行，支持业务目标达成。

• Manage end-to-end customer order fulfillment processes and ensure compliance with defined service standards and policies.

管理端到端订单履约流程，确保符合服务标准及相关政策要求。

• Monitor customer service performance metrics and identify opportunities to improve service levels and operational efficiency.

监控客户服务绩效指标，识别并推动服务水平及运营效率提升机会。

• Act as a key escalation point for complex order, delivery, and customer-related issues.

作为复杂订单、交付及客户问题的重要升级处理窗口。

Customer Relationship & Cross-functional Collaboration

客户关系与跨部门协作

• Build effective working relationships with customers and internal stakeholders to support business growth and customer satisfaction.

与客户及内部相关方建立良好合作关系，支持业务发展及客户满意度提升

• Partner closely with Commercial, Supply Chain, Finance, Quality and other functions to resolve operational issues and improve customer experience.

与销售、供应链、财务、质量等部门紧密合作，解决运营问题并持续改善客户体验

• Support customer business reviews and participate in service improvement initiatives with key customers.

支持客户业务，并参与重点客户服务改善项目

Process Excellence & Transformation

流程优化与数字化转型

• Lead or participate in Customer Service transformation initiatives, including process optimization, system enhancement and digitalization projects.

主导或参与客户服务转型项目，包括流程优化、系统升级及数字化项目

• Drive process harmonization and standardization across business units and functions.

推动跨业务部门及跨职能流程标准化及优化工作。

• Document and maintain business process flows, identify gaps and implement improvement actions.

梳理和维护业务流程，识别流程差距并推动改善措施落地

• Document and maintain business process flows, identify gaps and implement improvement actions.

梳理和维护业务流程，识别流程差距并推动改善措施落

Analytics & Continuous Improvement

数据分析与持续改善

• Analyze customer service and OTC performance data to identify trends, risks and improvement opportunities.

分析客户服务及OTC运营数据，识别趋势、风险及改善机会。

• Conduct root-cause analysis and recommend corrective and preventive actions.

开展根因分析并提出纠正和预防措施。

• Support development of dashboards, KPIs and reporting mechanisms to drive data-based decision making.

支持绩效看板、KPI及相关报告体系建设，推动数据驱动决策

• Drive continuous improvement initiatives to enhance customer satisfaction, operational efficiency and service quality.

推动持续改善项目，提升客户满意度、运营效率及服务质量

People Leadership

团队管理与组织建设

• Lead, coach, develop and retain high-performing Customer Service teams.

领导、辅导并发展高绩效客户服务团队。

• Foster a customer-centric, and continuous improvement culture.

打造以客户为中心和持续改善的团队文化

2.Basic Requirement, including Education and/or Knowledge and/or Training and/or key Relevant Experience required.

基本任职资格（包括教育背景和或知识和或培训和或相关工作经验）

• Bachelor’s degree or above in Business Administration, Supply Chain Management, Operations Management, Information Systems, or related disciplines.
• 5-8 years of experience in Customer Service, Order Management, OTC, Supply Chain Operations, Business Process Improvement, or Transformation projects.
• Solid understanding of end-to-end Order-to-Cash processes and customer service operations.
• Experience participating in ERP, SAP, S/4HANA, CRM or business transformation initiatives.
• Strong project coordination and stakeholder management skills.
• Experience working in multinational and matrix organizations.
• Strong analytical and problem-solving capabilities with a data-driven mindset.
• Proficiency in Excel, Power BI or other reporting and analytics tools.
• Excellent communication and collaboration skills, with the ability to work effectively with regional and global stakeholders.
• Fluent written and spoken English.

Required Skills:

Preferred Skills:

Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support