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:

Irvine, California, United States of America

Job Description:

Johnson & Johnson MedTech – Neurovascular division is currently seeking a Customer Service Analyst NT. This position is located in Irvine, California and has a hybrid work schedule of 2-3 days a week on-site.

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/.

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

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

Job Summary:

The analyst is the liaison between Customer Service and the Commercial organization in the development, coordination, & execution of commercial programs to accelerate growth. This individual is responsible for order and program execution, tracking and analysis of data, report preparation and delivery, as well as end-to-end business process review to identify and address opportunities for operational, financial, and technological improvements/efficiencies. Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrating detailed understanding of the business to support commercial objectives, strategy, and current programs and pathways.

This individual must demonstrate the following behaviors in their role: demonstrated customer comes first mentality; function independently on a day-to-day basis; embraces teamwork with team-oriented personality; proactively seek resolution of problems; assume roles on teams and projects within and across departments and functions; adapts and implement changes quickly.

Job Responsibilities:

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Collaborate cross-functionally with Commercial teams (Marketing, Sales, Contracts, Customer Service, HCC, Legal, Finance, Supply Chain, Distribution) to drive growth in commercial programs.

• Implement order management process with Johnson & Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all disposables orders, consignment and trunk stock orders.

• Develop, maintain, and use monthly dashboards, trackers, and/or metrics that drive impactful, continuous improvement in support of the business strategy and to ensure compliance with all program policies and guidelines.

• Responsible for maintaining product eligibility in the system, coordinating with Commercial organization on the criteria and process to ensure an efficient and compliant process.

• Partner with various business partners (Customer Service, Supply Chain and Commercial team) to troubleshoot and resolve order issues.

• Lead or participate in multiple projects by completing and updating project documentation; managing project scope; resolving daily priorities; ensuring efficient and timely delivery of project tasks; and maintaining third-party relationships.

• Champion knowledge of applicable HCC, Legal, and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.

• Support ongoing development and implementation of Commercial deployment strategies.

• Develop goals & objectives and personal development plans. Perform additional related duties and take on additional projects as required.

• Responsible for ensuring personal and company compliance with all federal, state, local, and company regulations, policies, and procedures.

• Understand and navigate the needs and expectations of multiple partners.

• Performs additional duties assigned as required.

Qualifications:

• Bachelor's Degree in Business, Finance, Sales, Marketing, Contracting, Communications or related field.

• A minimum of 2 years of dynamic experience in Customer Service / Sales & Marketing Support preferably in the medical device industry or an FDA-regulated industry.

• Very strong computer skills and knowledge of various ERP systems such as SAP

• Excellent written, oral, and presentation skills (Word and PowerPoint).

• Proficient Excel skills required including dashboard creation, v-lookup and pivot tables.

• Strong analytic skills, problem solving/improvement and critical thinking mentality.

• Proven leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve team results

• Work self-sufficiently with minimal direction

• Work in a sophisticated team environment

• Ability to handle conflicting priorities and meet deadlines and deliverables

• Ability to present detailed data in a clear and concise manner

• Strong organizational skills and the ability to manage complexity

• Knowledge in contracting business processes

• Excellent interpersonal and negotiating skills

• Detailed oriented and adapts to changes promptly.

• Ability to work collaboratively in a dynamic environment, building cross-functional partnerships to support customers

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, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Retentions, Customer Service, SAP Basis

The anticipated base pay range for this position is :

$65,000 - $104,650

Additional Description for Pay Transparency:

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be 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. Employees are eligible for the following time off benefits: Vacation – up to 120 hours per calendar year Sick time - up to 40 hours per calendar year Holiday pay, including Floating Holidays – up to 13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits

Push the boundaries of science to transform health—and your career.

Join us and advance life-changing treatments for people who need them most. At Johnson & Johnson, our focus is on improving global health equity and developing MedTech and pharmaceutical innovations that impact the future of health. Using AI and robotics to transform surgery or helping data scientists and clinicians formulate new ways to diagnose and treat disease, this work may sound like sci-fi, but it’s all science, all real, and could be your career. Whatever your background, skills, or career goals, there’s a place for you to help solve some of the world’s most pressing health challenges with us.

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Each of our broadly-based family of companies offers an inclusive and empowering culture and employee benefits (like paid time off to volunteer, transgender-inclusive and same-sex partner health insurance coverage, and more) designed to help you live your best life, however you define it. And our best-in-class learning and development approaches, mentorship, and access to innovators across the world will help you grow your skills and reach your career goals. Because when you're at your best, nothing stands between you and your next breakthrough.