Johnson & Johnson MedTech · 3 days ago
Customer Support Specialist
Danvers, MA
Full-time
Hybrid
Entry Level
$65K/yr - $105K/yr
2+ years expJohnson & Johnson MedTech is dedicated to healthcare innovation, focusing on developing advanced treatments for cardiovascular conditions. The Customer Support Specialist will assist in managing customer inquiries and processing purchase orders while collaborating with various teams to ensure customer satisfaction.
Hospital & Health Care
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
Qualification
Required
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
Proficient in MS Office Suite
Preferred
Experience in SAP, sales force or GHX a plus
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
Benefits
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)).
This position is eligible to participate in the Company’s long-term incentive program.
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
Company
Johnson & Johnson MedTech
At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike Walker
CFO & VP of Finance DePuy Synthes
Tino Schweighoefer, MBA
CFO Monarch Platform
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