Specialist Training and Coaching

Johnson Johnson; Raritan (NJ); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Johnson & Johnson in the United States is recruiting a Specialist Training and Coaching for a Hybrid role in Raritan, NJ. The position blends customer service SME expertise with training, quality monitoring, coaching, and data-driven process improvements.

You will lead training initiatives, handle complex inquiries, monitor call quality, and support strategic change within the Customer Service organization.

Responsibilities

• Serve as a Customer Service Subject Matter Expert on internal and operating companies' policies and procedures.
• Provide support for more complex customer order/inquiry-related issues.
• Conduct troubleshooting as required.
• Support business model changes and strategic initiatives.
• Represent department's needs/concerns on applicable projects.
• Assist by answering phone calls on the employee helpline.
• Communicate relevant franchise information/updates and/or employee error notifications to Customer Service employees.
• Monitor and provide timely responses to inquiries, errors etc. received via Training and Coaching-email.
• Update applicable documentation (e.g. SOP's, WI's, OCP&P, training manual)-
• Lead and facilitate face-to-face, virtual, and computer-based Regional and Workgroup training, including new hire, individual coaching/refresher, process/system changes, and continuing education.
• Ensure all training rooms/systems are functioning properly per the standard training preparedness checklist.
• Create blended learning materials and validate content to ensure accuracy and appropriate context.
• Ensure the successful completion of all SOP's, WI's, and/or equivalencies for all Customer Service employees who attend training.
• Develop post-training survey to collect VOC and conduct lessons learned session with internal training team.
• Proactively identify training needs/gaps and develop action plans to address/mitigate risks.
• Complete any GXP Training Courses and Summit Certification.
• Improve individual employee/team performance via 1:1 coaching session.
• Review data to identify employees not meeting performance goals who require coaching.
• Analyze and interpret data to identify possible training gaps an

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: Sales Enablement

Job Sub Function: Customer Success Management

Job Category: Professional

All Job Posting Locations: Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description

DePuy Synthes is recruiting for a Specialist Training and Coaching; this Hybrid position will be in Raritan, NJ (USA). Alternate Hybrid locations may be considered at Raynham, MA (USA), West Chester, PA (USA), or Palm Beach Gardens, FL (USA).

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview

The Specialist Training and Coaching role combine customer service subject-matter expertise with training, quality monitoring, coaching, and data-driven process improvement. The position acts as the go-to SME for policies/procedures, supports complex employee and customer inquiries, leads training initiatives, performs quality monitoring, takes corrective action to identify and close performance gaps. The role supports strategic change and continuous improvement.

Key Responsibilities

Daily activities

• Serve as a Customer Service Subject Matter Expert on internal and operating companies' policies and procedures.
• Provide support for more complex customer order/inquiry-related issues.
• Conduct troubleshooting as required.
• Support business model changes and strategic initiatives.
• Represent department's needs/concerns on applicable projects.
• Assist by answering phone calls on the employee helpline.

Communications

• Communicate relevant franchise information/updates and/or employee error notifications to Customer Service employees.
• Monitor and provide timely responses to inquiries, errors etc. received via Training and Coaching-email.
• Update applicable documentation (e.g. SOP's, WI's, OCP&P, training manual)-

Quality Monitoring and Error Management

• Monitor audio and video of phone calls and electronic transactions to ensure compliance with Customer Service standards, policies, and procedures.
• Document evaluation on scorecard and enter data into centralized database.
• Identify and/or receive notification of employee error and document the error into centralized database.
• Complete required compliance/assigned training by required due date.

Training

• Lead and facilitate face-to-face, virtual, and computer-based Regional and Workgroup training, including new hire, individual coaching/refresher, process/system changes, and continuing education.
• Ensure all training rooms/systems are functioning properly per the standard training preparedness checklist.
• Create blended learning materials and validate content to ensure accuracy and appropriate context.
• Ensure the successful completion of all SOP's, WI's, and/or equivalencies for all Customer Service employees who attend training.
• Develop post-training survey to collect VOC and conduct lessons learned session with internal training team.
• Proactively identify training needs/gaps and develop action plans to address/mitigate risks.
• Complete any GXP Training Courses and Summit Certification.

Coaching

• Improve individual employee/team performance via 1:1 coaching session.
• Review data to identify employees not meeting performance goals who require coaching.
• Analyze and interpret data to identify possible training gaps an