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 Creative 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.

Job Function: Supply Chain Deliver | Job Sub Function: Deliver Excellence | Job Category: Professional | Locations: North Ryde, New South Wales, Australia.

Opportunity

We have an exciting leadership opportunity for a Customer Service Manager to lead the Customer Service function across ANZ. In this role, you will drive operational excellence, lead a high‑performing team, and ensure delivery of a seamless customer experience across order management, enquiries, and service delivery. You will partner closely with Commercial, Supply Chain, and Finance teams to deliver strong service outcomes and support business growth. This is a highly visible leadership role with the opportunity to shape customer service strategy, drive continuous improvement, and build capability within the team.

Responsibilities

- Lead and develop the Customer Service team supporting the business across ANZ.
- Drive service performance across key metrics including OTIF, Fill Rate, Backorders, Returns, and Complaints.
- Oversee order management, customer enquiries, and invoicing processes to ensure high‑quality service delivery.




- Partner closely with Commercial and Supply Chain teams to optimise end‑to‑end customer experience.
- Monitor performance metrics and implement improvement initiatives to enhance service outcomes.
- Build strong cross‑functional relationships to support business priorities and customer needs.
- Manage Customer Service budget and support delivery of financial targets.
- Drive operational excellence through process optimisation and continuous improvement initiatives.
- Ensure effective workforce planning, training, and capability development within the team.
- Maintain compliance with internal processes, quality standards, and regulatory requirements.

Qualifications

- Proven leadership experience within Customer Service, Supply Chain, or Operations.
- Strong experience working in a complex, matrix environment (MedTech or Healthcare preferred).
- Demonstrated ability to lead and develop high‑performing teams.
- Strong understanding of customer service operations, metrics, and continuous improvement.
- Excellent stakeholder management and influencing skills.
- Commercial acumen with experience managing budgets and driving performance outcomes.
- Experience with ERP/CRM systems (e.g., SAP, Salesforce).




- Tertiary qualifications in Business, Supply Chain, or a related field preferred.

Skills

- Analytical Reasoning
- Benchmarking
- Consulting
- Demand Forecasting
- Distribution Management
- Distribution Resource Planning (DRP)
- Financial Competence
- Lean Supply Chain Management
- Operational Excellence
- Order Management
- Organizing
- Process Improvements
- Procurement Policies
- Quality Assurance (QA)
- Standard Operating Procedure (SOP)
- Strategic Supply Chain Management
- Supply Chain
- Technical Credibility

Company Culture

- Competitive remuneration package.
- Continuous training and support.
- Award‑winning leadership development programs.
- Inclusive, flexible, and accessible working arrangements.
- Equal opportunity employer supporting diversity and inclusion.

Benefits

- Up to 18 weeks of parental leave to support new parents.
- 4 days of volunteer leave to give back to the community.
- Option to purchase up to 2 weeks of additional annual leave for extra time off.
- Dedicated Wellbeing Day to prioritize self‑care.
- Global Wellness Reimbursement of $780 per year for healthy eating, exercise, or mindfulness activities.
- Employee Assistance Program for personal and professional support.
- Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support.
- Life insurance coverage for added peace of mind.

All applicants must have the right to work in Australia.

Equal opportunity employer supporting diversity and inclusion.

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📌 Customer service manager (Ryde City Council)
🏢 7515-Johnson & Johnson MedicalLegal Entity
📍 Ryde City Council