The Director Customer Solutions leads strategy development, strategy deployment and execution of the following CLS capabilities in the US for the enterprise: Reverse Logistics & Revenue Management, e-Commerce (EDI, Data Synch, GS1, Customer Portal) and Technology & Systems (Order to Cash system governance change management and IT deployment / release scheduling). The incumbent will focus on leveraging people, process and systems across the region and sectors to enable efficient and effective delivery of Customer Services.
This individual will be responsible for developing and overseeing the implementation of the Customer Solutions department. This individual will supervise direct employees in the Customer Solutions area and have dotted line to the J&J Supply Chain the e-Commerce team.
The Director Customer Solutions, will lead the generation & implementation of the cross-sector customer services capabilities (systems and processes) listed above. This individual will manage all internal and external business partnerships associated with identifying cross sector leverage opportunities in the e-Commerce, Reverse Logistics, Recall Management, and Order to Cash system change governance and deployments areas. This person will provide leadership to ensure value is achieved in all key dimensions of customer solutions including QA and audit compliance, enhanced service & cost savings via effective supplier relationship management, technology, and alignment with customer needs. He/she will develop future strategies that align customer solutions to the Back to Basics initiative.
The Director Customer Solutions, will develop & deploy the customer solutions cross sector strategy and communication plan aligned with overall Customer Services strategy. This individual will act as primary point of contact between cross sector functional leaders and the CLS Customer Solutions department. This person leads the Customer Services Organization efforts to develop and implement cross sector systems and 3PL opportunities for leverage and common policies/processes. He/she will lead sourcing and contract negotiations per CLS US needs to effect cost savings for logistics and system providers in the e-Commerce, Reverse Logistics, Recall Management, and Order to Cash system change governance and deployments areas.
The Director Customer Solutions, will manages all 3PL relationships with suppliers in the e-Commerce, Reverse Logistics and Recall Management business processes. This individual will agree & assure performance in service levels in alignment with established customer requirements reflected in SLA's with the CLS and cross sector business leads. Manage changes as needed. This person assures compliance with e-Commerce, Reverse Logistics, Recall Management, and Order to Cash system change deployment business processes in each sector. He/she works closely with cross sector QA and Audit functions to ensure proper trade customer compliance to all customer solutions business processes. Oversees multiple e-Commerce systems to ensure SLA’s are being met, business goals are being achieved, and cost savings opportunities are being identified and communication appropriately.
Qualifications
To be considered for the role a minimum of a Bachelor Degree is required. An advanced degree is desired. A minimum of 10 years of logistics experience with a minimum of 12 years of overall business experience. Experience working in a highly matrixed, cross functional organization is critical for success. Multi-sector experience is preferred. LEAN/SIX SIGMA / APICS are preferred. Strong business acumen and understanding of the end to end supply chain- required. Customer-centric mindset- required. Strong collaboration skills and able to influence without authority-required. Strategic sourcing and negotiations experience (including contracts) is preferred. Demonstrated ability to think strategically and implement approved strategies – required. Solid problem solving and analytical experience influencing skills- required. Project management skills in leading a project are required- certification is preferred. Proficient in English (written and oral).
This position to be based at any J&J location in New Jersey and will require up to 20% travel domestic and international.
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