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SalaryJohnson & Johnson Health Care Systems Inc., a member of Johnson & Johnson's Family of Companies, is recruiting for a Coordinator Customer Support Services Deliver NA located in Raynham, MA.
At Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities and forward progress. That’s why for more than 135 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s largest and most broadly based healthcare company, we are committed to using our reach and size for good. We strive to improve access and affordability, create healthier communities, and put a healthy mind, body and environment within reach of everyone, everywhere.
Every day, our more than 140,000 employees across the world are blending heart, science and ingenuity to profoundly change the trajectory of health for humanity.
POSITION SUMMARY:
Customer Support Services (CSS) is the centralized customer service function for the DLVR NA Customer Experience team managing sales on behalf of several J&J franchises, within the Medical Device and Pharmaceutical segments.
The Coordinator, CSS, position is responsible for providing superior, specialized customer service to our internal and external customers, in a professional, timely and self-directed manner. The key customer-facing activities include order creation for more complex orders, efficient/effective handling and resolution of escalated issues and queries, as well as supporting customer relationships within assigned business specialty areas.
PRINCIPAL RESPONSIBILITIES:
Day-to-Day Activities: This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customersare to be handled in a professional, helpful and timely fashion to ensure the highest level of customer
satisfaction and ensuring attention to compliance requirements. Daily activities include:
- Creates, enters and manages complex customer orders (via phone/fax or e-channels) from
internal and/or external customers
- Responsible for more complex (Level 1 or 2) inquiry/service complaint management to achieve a
“close-loop” resolution process for the customer, limiting the need for the customer to call back
numerous times for the same issue. All work done in compliance to department SOPs and SOX.
o Assigns and/or serves as “Case Owner” to investigate escalated issues/service
requests and communicates updates.
o Follows-up on open inquiries and escalates unresolved calls to appropriate subject
matter experts based on SOP.
o Ensures completion of inquiry/service request to fulfillment to maintain closed-loop
process standards.
o Reviews order error and order hold reports and takes action based on need as
instructed by SOP
o Notifies appropriate parties (e.g., CSRs, customers, Franchises, etc) of process, inquiry
updates/changes or service requests as appropriate.
o Processes basic warranty tasks
o Supports sales solicitation process, on an exceptions basis (e.g., provides price
information/price quotes)
- Supports and initiates returns process including, for unidentified returns and exceptions, issues
RGA and follows-up on open returns as appropriate
- Conducts recall activities as appropriate
- Updates customer information in order management system as appropriate
- Conduct UAT testing as needed.
- Initiates and implements process improvements and projects
- Adheres to quality controls process and service quality guidelines.
- Thinks and communicate cross-functionally to investigate, research and resolve all exceptions
and adjustments promptly and accurately including any necessary coordination with other HCS
Perform job duties in a way that meets or exceeds individual performance metrics established by
the Customer Service organization in support of exceptional customer experience (e.g. notready
time, call quality, schedule adherence) and exemplifies the J&J Global Leadership Profile.
- Remain current with and apply internal and operating companies’ policies & procedures
- Contribute to and promote harmony, growth and teamwork within the Customer Service
organization
- Completes required compliance/assigned training by required due date.
Qualifications
- Highschool Graduate
- 2 or more years of customer focus
Other skills required:
- Business Acumen (Results and Performance Driven): Demonstrates an understanding of the supported
franchises and business processes needed to achieve results. Understands relevant products and
applies this knowledge to day-to-day responsibilities.
- Communications (Collaboration & Teaming): Effectively uses listening, verbal, and written skills to share
information and achieve desired outcomes in a professional manner.
- Customer Focus (Results and Performance Driven): Demonstrates an understanding of the needs of the
sales organization and of external customers to ensure field and customer satisfaction.
- Development and Goal Setting (Organization & Talent Development): Collaborates with supervisor to
identify strengths and development areas and implement personal development plan. Accepts
constructive feedback and participates in continuous learning.
- Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): Demonstrates
flexibility and implements innovative ways to enhance the way work is done.
- Planning and Organization (Big Picture Orientation with Attention to Detail): Organizes the workspace,
prioritizes activities and manages time effectively to achieve goals.
- Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies and
analyzes problems, issues and situations. Identifies solutions and follows through to assess progress and
ensure positive results.
- Teamwork (Collaboration and Teaming): Builds professional relationships across Flexibility and Innovation
(Self-Awareness & Adaptability and Prudent Risk Taking): Demonstrates flexibility and implements
innovative ways to enhance the way work is done.
- Planning and Organization (Big Picture Orientation with Attention to Detail): Organizes the workspace,
prioritizes activities and manages time effectively to achieve goals.
- Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies and
analyzes problems, issues and situations. Identifies solutions and follows through to assess progress and
ensure positive results.
- Teamwork (Collaboration and Teaming): Builds professional relationships across certification
preferred.
- Demonstrated leadership as well as proven ability to develop and maintain effective business
partnerships.
- Proficiency in MS Office application, ERP systems and Internet navigation
- Ability to utilize specialized software and customized programs to meet business needs.
- Business knowledge of other functional areas such as Sales & Marketing, E Commerce and Finance.
- Demonstrate and inspire the behaviors that reinforce Our Credo
- Create a trusting, collaborative, and ethical work environment
- Maintain the highest standards of quality, compliance and accountability
- Champion programs and initiatives that support our environment and communities
- Develop insights into the needs of our patients, customers, markets and communities
- Be insight-driven to uncover unmet needs
- Forge internal collaboration across all levels of the enterprise
- Drive innovation; anticipate and shape industry and market changes to advance health care globally
- Challenge the status-quo; lead and adapt to change
- Take and manage risks
- Engage in transparent and constructive conversations functions and sites with internal and external
partners and collaborates to achieve shared goals.
- Information and Technology (Intellectual Curiosity): Information and Technology (Intellectual Curiosity):
Effectively uses job related information technology and tools to achieve results. Thorough working
knowledge to utilize the appropriate systems to achieve business requirements.
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
