Customer Support Services (CSS) is the centralized customer service function for the CLS U.S. Customer Experience team managing sales on behalf of several J&J franchises, within the Medical Device and Pharmaceutical segments.

The Coordinator, CSS, position is responsible for providing superior, specialized customer service to our internal and external customers, in a professional, timely and self-directed manner. The key customer- facing activities include order creation for more complex orders, efficient/effective handling and resolution of escalated issues and queries, as well as supporting customer relationships within assigned business specialty areas.

Day-to-Day Activities:

This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:

• Creates, enters and manages complex customer orders (via phone/fax or e-channels) from internal and/or external customers
• Responsible for more complex (Level 1 or 2) inquiry/service complaint management to achieve a “close-loop” resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX.
• Assigns and/or serves as “Case Owner” to investigate escalated issues/service requests and communicates updates.
• Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.
• Ensures completion of inquiry/service request to fulfillment to maintain closed-loop process standards.
• Reviews order error and order hold reports and takes action based on need as instructed by SOP
• Notifies appropriate parties (e.g., CSRs, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.
• Processes basic warranty tasks
• Supports sales solicitation process, on an exceptions basis (e.g., provides price information/price quotes)
• Supports and initiates returns process including, for unidentified returns and exceptions, issues RGA and follows-up on open returns as appropriate
• Conducts recall activities as appropriate
• Updates customer information in order management system as appropriate
• Conduct UAT testing as needed.
• Initiates and implements process improvements and projects
• Adheres to quality controls process and service quality guidelines.
• Thinks and communicate cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other HCS departments and all required customer follow-up in a self-directed manner
• Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of exceptional customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the J&J Global Leadership Profile.
• Remain current with and apply internal and operating companies’ policies & procedures
• Contribute to and promote harmony, growth and teamwork within the Customer Service organization

Qualified candidates must have the following:

• Business Acumen (Results and Performance Driven): Demonstrates an understanding of the supported franchises and business processes needed to achieve results. Understands relevant products and applies this knowledge to day-to-day responsibilities.
• Communications (Collaboration & Teaming): Effectively uses listening, verbal, and written skills to share information and achieve desired outcomes in a professional manner.
• Customer Focus (Results and Performance Driven): Demonstrates an understanding of the needs of the sales organization and of external customers to ensure field and customer satisfaction.
• Development and Goal Setting (Organization & Talent Development): Collaborates with supervisor to identify strengths and development areas and implement personal development plan. Accepts constructive feedback and participates in continuous learning.
• Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): Demonstrates flexibility and implements innovative ways to enhance the way work is done.
• Planning and Organization (Big Picture Orientation with Attention to Detail): Organizes the workspace, prioritizes activities and manages time effectively to achieve goals.
• Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies and analyzes problems, issues and situations. Identifies solutions and follows through to assess progress and ensure positive results.
• Teamwork (Collaboration and Teaming): Builds professional relationships across functions and sites with internal and external partners and collaborates to achieve shared goals.
• Information and Technology (Intellectual Curiosity): Information and Technology (Intellectual Curiosity): Effectively uses job related information technology and tools to achieve results. Thorough working knowledge to utilize the appropriate systems to achieve business requirements.
• Minimum of a High School Diploma (Bachelors Degree preferred)
• 3 to 5 years experience (preferred)

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