Team Lead - Customer Excellence

Job summary

Lead a cross-business unit team to oversee order management strategy, operational excellence, and customer-facing system capabilities. Ensure master data accuracy and drive optimization across ERP, EDI, and e-commerce platforms to improve supply chain efficiency.

Job details

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: People Leader All Job Posting Locations: Markham, Ontario, Canada Job Description: J&J Canada, a member of the Johnson and Johnson family of companies is currently recruiting for a Team Lead - Customer Excellence, located in Markham, Ontario An internal pre-identified candidate for consideration has been identified. However, all applications will be considered. 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/ In this position you will lead a cross–Business Unit team accountable for strategy, operational excellence, capabilities, and process oversight for order management and customer‑facing functions. Enable and drive ERP and e-commerce platform optimization, master data accuracy, EDI/e‑commerce capabilities, and compliant, efficient supply chain execution. Key Responsibilities: What we do We troubleshoot and improve the systems that process customer orders and keep order information correct. We take ownership of our ERP and customer facing platforms, fix issues, expand EDI/e-commerce capabilities, and ensure master data (UPC, barcodes, GDSN) is accurate so orders ship on time! What you’ll own Translate business needs into clear system requirements and lead design, testing, training, and rollout. Triage and resolve problems across ERP, customer portals, EDI, and e‑commerce; act as the escalation point. Maintain master data quality and governance so downstream teams can rely on accurate product information. Improve processes and reduce manual steps through automation and straightforward process fixes. How we work — simple, collaborative, and practical. We focus on clear outcomes, not buzzwords. We ask questions, share what we learn, and make pragmatic choices together. We will partner with Finance, Sales, Distribution, Logistics, Compliance, and external partners so system changes actually solve real problems. We lead a small team and support each other’s growth! What we offer (typical J&J-style benefits) We offer competitive total rewards and practical support so you can do your best work. Benefits commonly include: Comprehensive health and wellbeing plans, plus mental-health resources. Retirement savings and employer contributions. Paid time off and flexible work arrangements. Learning and development programs to grow your technical and leadership skills. Note: exact offerings depend on role and location — we’ll share details in the hiring conversation! Qualifications Education: A minimum of a Bachelor’s degree and/or equivalent University degree preferred Experience and Skills: Required: Minimum four (4) years of relevant professional work experience. Experience in related order management / customer service / supply chain environment with progressive responsibility. SOX‑controlled environment. Preferred: SAP Sales & Distribution and Supply Chain experience. Other This position may require up to 10% domestic and international travel. Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected by federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers; internal employees contact AskGS to be directed to your accommodation resource 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) The anticipated base pay range for this position is : $87,000.00 - $140,300.00 Additional Description for Pay Transparency:

What you’ll do

Lead a cross-business unit team to oversee order management strategy, operational excellence, and customer-facing system capabilities. Ensure master data accuracy and drive optimization across ERP, EDI, and e-commerce platforms to improve supply chain efficiency.

Requirements

Requires a minimum of a Bachelor's degree and at least four years of relevant professional experience in order management or supply chain environments. Proficiency in SAP Sales & Distribution and experience working within a SOX-controlled environment are preferred.

Benefits

• Comprehensive health and wellbeing plans • Mental-health resources • Retirement savings • Employer contributions • Paid time off • Flexible work arrangements • Learning and development programs

Listed skills

• Process Optimization · Preferred
• Customer service · Preferred
• Supply Chain · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• ERP · Preferred
• Compliance · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Order management
• Customer service
• Supply chain
• ERP
• E-commerce
• EDI
• Master data management
• Process optimization
• Automation
• Leadership
• SAP Sales & Distribution
• Compliance
• System requirements
• Data governance
• Problem solving
• Order Management
• Workplace Inclusivity
• Customer Centricity
• Supply Chain
• Inclusive Leadership
• Time Off Management
• Learning and Development Programs and Policies
• Supply Chain Acumen
• Customer Support
• Barcoding
• Customer Relationship Management
• Customer Service
• Consulting
• Customer Engagement
• Training And Development
• Customer Analytics
• Data Quality
• Disabilities
• Electronic Data Interchange
• Enterprise Resource Planning
• Finance
• Sales
• Global Data Synchronization Networks
• Standard Operating Procedure
• Governance
• Innovation
• Problem Solving
• Operational Excellence
• Operations
• Order Management Systems
• Process Optimization
• SAP Applications
• Team Leadership
• Triage
• Troubleshooting (Problem Solving)

Job areas

• Customer Service & Support
• Logistics
• Management & Leadership
• Healthcare
• Technology
• Operational Excellence Leader
• Customer Experience Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers