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**Job Function: **
Customer Management
**Job Sub Function: **
Non-Technical Customer Service
Job Category:
People Leader
All Job Posting Locations:
Bangkok, Bangkok, Thailand, Singapore, Singapore
Job Description:
Johnson & Johnson is hiring a Manager, Customer Solutions – SEA to lead customer service and logistics operations across Southeast Asia. This role focuses on driving service excellence, process standardization, and stakeholder collaboration within a complex supply chain environment.
The role will ensure safe, compliant, cost‑effective, and customer‑focused distribution operations, leveraging internal capabilities and third‑party logistics (3PL) partners to deliver best‑in‑class service aligned with business growth, customer expectations, and regulatory requirements.
Key Responsibilities:
1. Customer Solutions Operations – SEA
Lead and oversee customer solutions and customer service operations across SEA markets.
Ensure consistent execution of customer order management, enquiries, issue resolution, and service processes.
Drive alignment to global and APAC Customer Solutions standards while addressing local market needs.
2. Service Performance Management
Own regional Customer Solutions KPIs, including customer satisfaction, service levels, order accuracy, and issue resolution.
Establish performance tracking, reporting, and governance routines across SEA markets.
Lead regular service reviews and implement corrective actions to address performance gaps.
3. Stakeholder & Customer Partnership
Act as a key point of contact for commercial, sales, and key customer stakeholders across SEA.
Partner closely with DELIVER functions (Warehouse & Distribution, Transport, Inbound & Customs, Planning) to resolve customer issues end‑to‑end.
Support customer engagement and escalation management for significant service or delivery issues.
4. Process Standardization & Continuous Improvement
Drive standardization of customer solutions processes across SEA to improve consistency, efficiency, and scalability.
Lead or support continuous improvement initiatives focused on service quality, cycle time reduction, and operational effectiveness.
Contribute to regional and APAC‑led transformation initiatives impacting Customer Solutions.
5. People Leadership & Capability Building
Lead, coach, and develop Customer Solutions teams across SEA markets (directly or matrix‑managed).
Build capability in customer service excellence, problem solving, and cross‑functional collaboration.
Support talent development, succession planning, and engagement across the SEA Customer Solutions organisation.
6. Compliance, Quality & Risk
Ensure Customer Solutions activities comply with Quality Management Systems, regulatory requirements, and internal policies.
Support audit readiness and issue management related to customer service processes.
Identify customer‑related risks and work with DELIVER leaders to implement mitigation plans.
Experience & Qualifications
Bachelor’s degree in Business, Supply Chain, Operations, or related discipline (or equivalent experience)
Minimum 6 years of experience in Customer Solutions, Customer Service, DELIVER, or Supply Chain roles, ideally within SEA or APAC regions.
Experience operating in multi‑market, cross‑cultural environments.
Exposure to regulated industries (e.g. medical devices, pharmaceuticals, FMCG) preferred.
Key Capabilities & Skills
Strong understanding of customer solutions / customer service operations within complex supply chain environments.
Proven experience managing service performance across multi‑country or regional scopes.
Strong stakeholder management and influencing capability across commercial and operational teams.
Ability to translate customer insights into operational and process improvements.
Data‑driven mindset with strong performance and problem‑solving skills.
**Required Skills: **
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, New Program Development, Personalized Services, Process Improvements, Service Request Management, Stakeholder Engagement, Team Management