Training & Coaching Specialist for Customer Success

Johnson & Johnson MedTech; Raynham (MA); Hybrid; USD 65,000 - 105,000; Full time

Benefits offered by this job

Vacation

Sick leave

Holiday pay

Parental Leave

Bereavement Leave

Volunteer Leave

Job summary

Johnson & Johnson is hiring for a Specialist Training and Coaching role to blend customer service SME responsibilities with training, quality monitoring, and data-driven process improvements. The position is hybrid, supporting multiple regions and providing ongoing coaching to enhance performance across Customer Service teams.

The role emphasizes facilitating regional and workgroup trainings, ensuring SOPs and WI adherence, and driving continuous improvement through data analysis and action

Qualifications

• 2–4 years of relevant work experience in customer service, training, learning and development, or a related role.
• Strong analytical and problem-solving skills are required.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as a Customer Service SME on internal policies and procedures.
• Provide support for complex customer order/inquiry issues.
• Lead training initiatives and deliver face-to-face, virtual, and computer-based sessions.
• Monitor quality and compliance; document evaluations and coaching outcomes.
• Develop training materials and ensure SOPs/WIs are understood by participants.

Skills

Customer service

Training

Learning & development

Education

Bachelor’s degree in Business, Operations, Analytics, Supply Chain, or related field

Tools

SAP

SFDC

Job description

Johnson & Johnson is hiring for a Specialist Training and Coaching role to blend customer service SME responsibilities with training, quality monitoring, and data-driven process improvements. The position is hybrid, supporting multiple regions and providing ongoing coaching to enhance performance across Customer Service teams.

The role emphasizes facilitating regional and workgroup trainings, ensuring SOPs and WI adherence, and driving continuous improvement through data analysis and action