Customer Support

• Understand and optimize Export processes to improve lead times and efficiencies.
• Implement automation and digital improvements where possible.
• Advise management of changing needs of customer base and recommend process changes to accommodate customer requirements.
• Responsible for providing processes, troubleshooting, and solutions to Sr. Coordinators on Export team as it relates to system capabilities, processes, and affiliate management.
• Ensure adherence to all policies, procedures, regulations, and quality compliance (FDA, DEA, J&J QA standards) to be ready for internal and external audits.
• Lead projects to support system upgrades, new product launches, new country launches, recalls, acquisition, and divesture activities as appropriate.
• Lead and support implementation of projects, ensuring clear and timely communication on status to business partners.
• Partner with Supply Chain, E2E Global Production Planning, Transportation, Operations, Controlled Substance Compliance, RD&S, etc. to resolve issues, complaints and/or adhoc inquiries.
• Investigate and research to resolve issues, present the data and effectively communicate action plan and resolution to affiliates and leadership, as the need arises.
• Develop deep knowledge of Export processes, country policies, metrics, and regulatory standards.
• Drive digital analytics to create and customize Export lead time metrics dashboard.
• Write and maintain SOPs in Tru-Vault to ensure all Export processes are clearly documented, standardized, and trained.
• Act as lead trainer for new resources and others as appropriate.

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