Customer Support Specialist

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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Danvers, Massachusetts, United States of America

Job Description:

 About Cardiovascular

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 Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Customer Support Specialist to work hybrid from the Danvers, MA facility.

Purpose: The Customer Support Specialist will work directly with Abiomed field teams and hospital’s purchasing departments to assist in receiving and processing purchase orders and resolving general customer service inquiries.

 

Principle Duties and Responsibilities:

·       Assume ownership of all assigned incoming customer requests via email & through the customer service call queue from initial contact through resolution.

·       Accurately enter, process and confirm customer sales orders.

·       Verify order information, including pricing, availability & customer eligibility to ensure accuracy in advance of processing. 

·       Track and follow-up on open purchase orders and customer inquiries as assigned to ensure resolution.

·       Track and manage orders when availability of products is low and/or backorder.

·       Process customer return and credit requests as needed.

·       Partner with finance, legal, logistics and IT teams to achieve customer outcomes

·       Investigate and solve complex customer issues.  Exercise judgment, within company procedures and practices to determine appropriate course of action.

·       Rotate and cross-train on all customer service tasks within the service center and provide backup support to co-workers.  

·       Responsible for organizing daily work to complete all necessary activities to meet daily SLA’s.

·       Communicate regularly throughout the day via chat/phone with team members to assist and seek assistance on open inquiries. Ability to respond and multi-task in real-time.

 

Job Qualifications:

·       High school diploma or equivalent; further education is a plus.

·       2 years of experience in customer service environments.

·       Strong verbal and written communication skills.

·       Strong attention to detail.

·       Ability to multi-task.

·       Ability to think critically, research multiple systems and provide solutions/resolutions.

·       Experience in SAP, sales force or GHX a plus.

·       Proficient in MS Office Suite

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 an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Omni-Channel Support, Process Oriented, Project Management, Self-Service Tools, Service Request Management

The anticipated base pay range for this position is :

$65,000.00 - $104,650.00

Additional Description for 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)).
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
This position is eligible to participate in the Company’s long-term incentive program.
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