India IM Customer Service 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

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Job title:  India IM Customer Service Lead

Job Location: Mumbai

Reporting to:  India Deliver Lead

Functional group:  Deliver India (Innovative Medicine)

Position Summary

Responsible for identifying teamwork opportunities with Customers as well as internal stakeholders for improved processes and effective & smooth operation of Customer Service operations of J&J IM India.

Role includes management of JJIM Customer Experience & Operations for India, resolve immediate issues & develop action plans of strategic nature based on feedback received from customers, by involving J&J stakeholders, drive Customer Relationship Management (CRM) across sector & work on customer centric projects/ask, supporting business in implementation of business initiatives and drive Regional projects, management of Customer Service 3PL; providing support in handling day-to-day activities of the enterprise customer service team for all customers in a best possible manner. Connecting with commercial & segment Supply Chain teams for Customer Service operational needs & issue resolution in OTC cycle. Responsible for handling Order & Return Management Portals, complaints resolution & customers query resolution in time. Responsible to collect and manage internal documentation including customer documentation, regulatory risk and compliance, and other information need, meeting Customer service audit requirements. Work on customer service consolidation projects and other Cross-functional projects under the Deliver function. Align with Regional teams, and sometimes involve working on regional initiatives.

Major Duties & Responsibilities

• Discover, Design & Deliver opportunities in the OTC process with a focus on improving Operational Efficiencies, Service Levels for Key Customers.
• Find opportunities on the customer service portfolio tools and provide ideas to improve the operation efficiency.
• Lead in conducting the VOC surveys across the business segments. Identify and drive action plans to improve on the Survey Scores
• Work with Warehouse, Logistics & Trade Operations Team for smooth Deliver Operations.
• Develop capabilities to handle new Business models like Modern Trade, Ecommerce.
• Act as single point of Contact to drive process changes in OTC Cycle.
• Ensure End-to-End supply chain processes are supporting customer and business needs. When challenges occur, will work with functional leads to drive improvements.
• Provides leadership to Customer Service operations team consisting of approx. 15 Customer service Associates
• Ensures Customer Service operational team delivers keeping Customer Centricity in focus, builds & maintains connect with Sales & Sector plan colleagues
• Collects data and reviews operations reports to understand areas of improvement.
• Works to support project identification, prioritization, and selection process
• Implements recommendations of training programs that meet the company's nee
• Maintains open channels of communication across Customer Service organization to drive quality customer service
• Contributes toward the adherence of policies and procedures to ensure that standards are followed, and customer satisfaction goals are met

Required Knowledge, Skills and Abilities:

• 2-3 Years of related experience.
• Education Qualification: Masters in Supply Chain & Operations from Premium B School.
• Lean, Six-Sigma
• Technical skills: Advanced Excel, MS Office, SAP, Data Analytics Tools(Power BI, Power Apps…)
• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information; Demonstrate proficiency in written and oral communications
• Prior knowledge of DMS/CRM Software would be preferred. Pharma/FMCG/E-comm experience would be added advantage.