Sr Coordinator Customer Support Services - Orthopaedics

Johnson Johnson; Raynham (MA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Johnson & Johnson is seeking a Sr Coordinator Customer Support Services in a hybrid role spanning Raynham, MA and Raritan, NJ. The role focuses on order management, delivering superior customer service, and supporting business growth through strong internal/external partnerships.

The position emphasizes handling escalations, providing frontline service, and coordinating with distribution and transportation teams to optimize costs and service.

Responsibilities

• Process specialized and complex orders as assigned, including coordinating product shipment and delivery with distribution center and transportation teams.
• Support team members with customer escalations and lead root-cause analyses when needed.
• Provide formal helpline support to associates by responding to requests and escalating issues to the Quality and Training team.
• Collaborate cross-functionally to investigate, research, and resolve escalations with key stakeholders.
• Resolve customer discrepancies related to data integrity, shipping issues, returns, disputes, trade pricing, and promotional management.
• Provide coverage during operational customer service hours.
• Provide after-hours support coverage for Customer Support Services as needed.
• Initiate the returned-goods process, issue call tags, and partner with the appropriate returns team to resolve customer concerns.
• Recommend and lead continuous improvement initiatives while continuously

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:

Job Sub Function:

Job Category:

All Job Posting Locations:

Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America

Job Description:

About Orthopaedics

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that's reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

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.

This is a hybrid role available in both Raynham, Massachusetts and Raritan, New Jersey within the United States of America. While specific cities are listed in the locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.

We are searching for the best talent for Sr Coordinator Customer Support Services.

Purpose:

The Sr. Customer Services Coordinator is responsible for order management for the assigned operating company. This role provides superior customer service and supports business growth by building strong, collaborative relationships with external customers and internal business partners. Key customer-facing responsibilities include handling and resolving escalated issues and inquiries efficiently and effectively while delivering optimal front-line service for domestic operating companies. The position requires comprehensive knowledge of each operating company's policies and procedures, along with strong multitasking and organizational skills. This position will provide late-shift coverage.

You will be responsible for:

Process specialized and complex orders as assigned, including coordinating product shipment and delivery while partnering with distribution center and transportation teams to meet customer requirements and optimize service costs.

Support team members with customer escalations and lead root-cause analyses when needed.

Provide formal helpline support to associates by responding to requests, addressing inquiries, and escalating issues to the Quality and Training team for additional support when required.

Collaborate cross-functionally to investigate, research, and resolve escalations accurately and in a timely manner, coordinating with key stakeholders as necessary.

Resolve customer discrepancies related to data integrity, shipping issues, returns, disputes, trade pricing, and promotional management.

Provide coverage during operational customer service hours.

Provide after-hours support coverage for Customer Support Services as needed.

Initiate the returned-goods process, issue call tags, and partner with the appropriate returns team to resolve customer concerns.

Recommend and lead continuous improvement initiatives while continuously