Customer Solutions Manager – Southeast Asia

About the role

Johnson & Johnson is seeking a Manager, Customer Solutions for Southeast Asia to lead customer service and logistics operations across the region. The role focuses on delivering service excellence, standardising processes, and collaborating with internal and third‑party partners to ensure safe, compliant, and cost‑effective distribution.

Key responsibilities

• Lead and oversee customer solutions and service operations across SEA markets, ensuring consistent order management, enquiry handling, and issue resolution.
• Own regional KPIs such as customer satisfaction, service levels, order accuracy and drive performance tracking, reporting and governance.
• Act as primary contact for commercial, sales and key customer stakeholders, partnering with warehouse, transport, customs and planning functions to resolve end‑to‑end issues.
• Drive standardisation of processes across the region and lead continuous‑improvement initiatives to enhance service quality and operational efficiency.

Required profile

• Proven experience managing customer service or logistics operations in a multi‑country environment.
• Strong analytical mindset with ability to monitor performance metrics and implement corrective actions.
• Excellent stakeholder management skills, capable of influencing cross‑functional teams.
• Demonstrated ability to lead process‑standardisation and continuous‑improvement projects.

Required skills