Senior Coordinator, Customer Support Services - Returns & Disputes

6032-DePuy Synthes Sales, Inc. Legal Entity; Raritan (NJ); Hybrid; USD 56,000 - 90,000; Full time

Benefits offered by this job

Pension plan

Vacation time

Paid holidays

Job summary

Johnson & Johnson is seeking a Sr. Coordinator, Customer Support Services - Returns & Disputes to serve as a subject matter expert handling complex customer service activities related to returns and disputes.

This role emphasizes escalation management, cross-functional collaboration, and adherence to quality and regulatory requirements. You will partner with distribution, transportation, quality, compliance, and commercial teams to resolve issues, drive continuous improvement, and provide

Qualifications

• A High School diploma or equivalent.
• A minimum of 2 years of relevant work experience in customer service, training, learning and development, or a related role.
• SAP + Salesforce/Dynamics/Other CRM experience
• Strong verbal and written communication skills.
• Strong collaboration and interpersonal skills with the ability to influence and work effectively with a diverse group of individuals.
• Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently with minimal supervision on complex issues.
• Highly motivated and self-directed, with strong time management skills and a proven ability to manage multiple competing priorities and deadlines while delivering expected or exceeding results.

Responsibilities

• Serve as a subject matter expert and escalation resource by supporting associates, providing formal helpline assistance, and leading root-cause investigations to drive timely resolution of customer and operational issues.
• Collaborate with internal stakeholders to investigate, research, and resolve customer discrepancies involving returns, disputes, shipping issues, trade pricing, data integrity, and other complex service matters.
• Recommend and lead continuous improvement initiatives, maintain standard operating procedures and work instructions, and contribute to training and knowledge-sharing efforts across the organization.
• Support leadership by preparing reports, responding to audit and compliance requests, analyzing trends, and identifying opportunities for operational improvements and corrective actions.
• Lead or support investigations of CSS-generated deviations, including documentation, root-cause analysis, stakeholder communication, and coordination of corrective actions to ensure adherence to established procedures and regulatory requirements.
• Identify, evaluate, and promptly escalation potential compliance concerns including altered shipments, fraud, complaints, medical events, and other reportable incidents in accordance with established procedures.
• Manage key customer and business partner relationships while balancing customer expectations, operational requirements, and business objectives.

Skills

SAP

Salesforce CRM

CRM experience

Verbal & written comms

Collaboration

MS Office suite

SharePoint

Education

High School diploma or equivalent

Tools

SharePoint

Excel

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Customer Management

Job Sub Function

Non-Technical Customer Service

Job Category

Professional

All Job Posting Locations

Raritan, New Jersey, United States of America

Job Description

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Remote work options may be considered on a case-by-case basis and if approved by the Company.

Purpose

The Sr. Coordinator, Customer Support Services - Returns & Disputes serves as a subject matter expert responsible for managing complex customer service activities related to returns and disputes processes. This role provides advanced support for customer escalations, coordinates cross-functional issue resolution, identifies process improvements, and ensures adherence to quality and regulatory requirements. The position partners closely with customers, distribution, transportation, quality, compliance, and commercial teams to deliver exceptional service, maintain operational excellence, and support business objectives through accurate execution, trend analysis, and continuous improvement initiatives.

You will be responsible for:

• Serve as a subject matter expert and escalation resource by supporting associates, providing formal helpline assistance, and leading root-cause investigations to drive timely resolution of customer and operational issues.
• Collaborate with internal stakeholders to investigate, research, and resolve customer discrepancies involving returns, disputes, shipping issues, trade pricing, data integrity, and other complex service matters.
• Recommend and lead continuous improvement initiatives, maintain standard operating procedures and work instructions, and contribute to training and knowledge-sharing efforts across the organization.
• Support leadership by preparing reports, responding to audit and compliance requests, analyzing trends, and identifying opportunities for operational improvements and corrective actions.
• Lead or support investigations of CSS-generated deviations, including documentation, root-cause analysis, stakeholder communication, and coordination of corrective actions to ensure adherence to established procedures and regulatory requirements.
• Identify, evaluate, and promptly escalation potential compliance concerns including altered shipments, fraud, complaints, medical events, and other reportable incidents in accordance with established procedures.
• Manage key customer and business partner relationships while balancing customer expectations, operational requirements, and business objectives.

Additional Responsibilities

Process specialized and complex orders, returns, disputes, and exception requests while coordinating with distribution, transportation, and cross-functional partners to meet customer requirements and service expectations. Initiate and manage returned-goods activities, including call tags, investigations, and coordination with appropriate teams to resolve customer concerns. Accurately document customer interactions, maintain required records, and ensure compliance with applicable quality, regulatory, and business requirements, including GMP, SOX, DEA, FDA, CAPA, safety, and environmental standards. Reconcile, validate, enter, and modify transactions and customer requests in accordance with company policies and applicable federal, state, and local regulations. Provide coverage during established business hours and support after-hours customer service operations as needed. Attend, facilitate, and lead meetings, complete required training, and perform additional duties as assigned.

Qualifications / Requirements

• A High School diploma or equivalent.
• A minimum of 2 years of relevant work experience in customer service, training, learning and development, or a related role.
• SAP + Salesforce/Dynamics/Other CRM experience
• Strong verbal and written communication skills.
• Strong collaboration and interpersonal skills with the ability to influence and work effectively with a diverse group of individuals.
• Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently with minimal supervision on complex issues.
• Highly motivated and self-directed, with strong time management skills and a proven ability to manage multiple competing priorities and deadlines while delivering expected or exceeding results.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs.

If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

Base Pay

The anticipated base pay range for this position is : $56,000.00 - $89,700.00

Pay Transparency

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at https://www.jnj.com/.

Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you.