Customer Service Supervisor (MedTech)

Location: Istanbul, Turkey; onsite role

Company

Johnson & Johnson Innovative Medicine develops healthcare treatments and solutions, with a focus on patient-centered medical innovation.

What you will do

• Manage the end-to-end order lifecycle, including order processing, inquiries, complaints, invoicing, and credit/debit processes.
• Supervise daily customer service operations and act as a primary contact for internal and external stakeholders.
• Collaborate with Sales Operations, Quality, Finance, Planning, Regulatory, HEMAR, and third-party logistics teams.
• Participate in monthly S&OP meetings and support Tender, Private Hospital, and Clinical Trial sales channels.
• Monitor KPIs such as OTIF-D and Perfect Order, identify root causes, and resolve operational issues.
• Lead cross-functional projects, continuous improvement initiatives, audits, controls, and compliance reporting.

Requirements

• Degree in Science, Engineering, or a technical subject.
• Fluent English and Turkish are required.
• At least 5 years of business experience, including at least 3 years in a customer service environment.
• Experience leading projects, developing project plans, creating recommendations, and gaining stakeholder consensus.
• Strong analytical, communication, presentation, problem-solving, and customer-centricity skills.
• Experience with change management, issue remediation, process improvement, and working independently under tight deadlines.

Nice to have

• SAP knowledge.
• I2C systems experience.
• Participation in process improvement or project management initiatives.

Culture & Benefits

• Inclusive work environment focused on individual dignity, diversity, and employee contribution.
• Cross-functional collaboration across healthcare, commercial, finance, supply chain, quality, and logistics operations.
• Opportunity to contribute to treatments and healthcare solutions that support patients.