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

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Duties & Responsibilities

Responsible for creating a world-class customer experience by emphasizing excellence in customer service procedures and promoting cooperation, collaboration, and a culture of mutual trust.

Demonstrates the ability to collaborate with key stakeholders at all levels and ac

ross all functional areas, including Sales & Marketing, Quality, Finance, Supply Chain, and Regulatory Affairs.

Model of the culture of Continuous Improvement and committed to technology and innovation, seeks opportunities to simplify and automate non-added-value tasks in order to eliminate waste.

Strong analytic abilities and the capacity to assess enormous quantities of information in order to reach good conclusions for successful decision making.

Local customer market and distributor understanding: Understanding of the local market and the ordering processes

Partner with the appropriate teams and stakeholders to assist the implementation of key transformative initiatives in both the commercial and E2E supply chain domains.

Business Management: Leads the CS Team a activities; Monitors team performance on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on team management;

Monitors service indicators; Delivers team development to suit evolving customer requirements and opportunities for improvement; Ensures the effective implementation of customer records, key contacts, reports and company policies;

Executes department strategies and activities; Recommends process/procedural improvements; Provides monthly reports on activities.

Respect and work according to and within J& J Business Conduct policy, HCC, SOX and the J& J Credo

Visits to Customers to identify business needs, and promoting new initiatives that could improve Customer Satisfaction, through the Best-in-Class E2E processes

Experience Required

• Education: Relevant Bachelor’s degree, or equivalent combination of education and experience
• Years of Experience: Must have 4+ years' experience in CS management roles
• Strong understanding of Customer care processes and systems
• Lead a group or team of employees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports.
• Assigning the duties and responsibilities to the individuals of a team
• Strong communication and influence skills. Able to bring vision to a group and across departments by showing a strong customer service mindset
• Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Management & Reporting of Digital soloutions like RPA and ERP system
• Previous experience in Customer Service (required) and the Healthcare industry or Consumer Industry (preferred)
• Language: English & Arabic a must
• Location: Egypt/Cairo

Leadership Behaviors Required

• LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.
• CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.
• SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.
• LEAD: Create an environment where leadership and talent development is top priority.
• DELIVER: Deliver results by inspiring and mobilizing people and teams.

Leadership Profile Required

• Strong communication & interpersonal skills
• Strong analytical and problem-solving skills
• Digital Skills including RPA, ERP systems

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