Training & Coaching Specialist, Customer Success

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

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.