Customer Service Supervisor

About the role

Johnson & Johnson Innovative Medicine is seeking a Customer Service Supervisor to be based in Istanbul, Turkey. The role focuses on seamless order management, cross‑functional collaboration and delivering customer‑centric solutions across our innovative medicine portfolio.

Key responsibilities

• Collaborate with Sales Operations, Quality, Finance, Planning, Regulatory, HEMAR and third‑party logistics to support order management.
• Participate in monthly S&OP meetings to align sales and supply‑chain strategies.
• Manage the end‑to‑end order lifecycle, processing orders accurately and serving as the primary contact for inquiries and complaints.
• Diagnose and resolve order issues with internal and external partners to maintain customer satisfaction.
• Support Tender, Private Hospital and Clinical Trial sales channels.
• Lead or contribute to cross‑functional projects and continuous‑improvement initiatives.
• Ensure Quality and SOX compliance by coordinating audits and producing required reports.
• Oversee invoicing, credit/debit processes and maintain SAP customer and material master data.
• Monitor key performance indicators such as OTIF‑D and Perfect Order, and supervise daily customer service operations.

Required profile

• Basic degree in Science, Engineering or a technical field.
• Fluent English and Turkish with strong written and verbal communication.
• Minimum 5 years of business experience, including at least 3 years in a customer service environment.
• Proven experience leading projects, developing project plans and gaining stakeholder consensus.
• Ability to work independently under tight deadlines while maintaining a positive attitude.
• Analytical mindset with a customer‑centric approach and experience in change and project management.

Required skills

• SAP knowledge (customer and material master data management).
• I2C systems knowledge.
• Analytical reasoning and business process management.
• Corrective and preventive action (CAPA) and process improvement expertise.