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Posted: Friday, July 14, 2017 6:35 AM


Johnson & Johnson Health Care Systems Inc. (HCS) is currently recruiting for an Associate, Customer Support Services, CLS North America, primarily located in either Piscataway, NJ or Monument, CO .

Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.

Johnson & Johnson Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.

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 Associate, CSS position is responsible for providing extraordinary, front-line customer service to domestic internal and external customers, in a professional and timely fashion. The key activities include order creation, inquiry management and supporting customer relationships. This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) daily. All interactions with our customers are to be handled in an effective manner to ensure the highest level of customer adherence and ensuring attention to compliance requirements.
• Builds, enters and manages customer orders (via phone/fax or e-channels) from internal and/or external customers.
• You will be responsible for front-line inquiry/service complaint management
• You will Respond to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.,) from internal and/ or external customers.
• All work done in compliance to department SOPs and SOX.
o Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process
o Follows-up on open inquiries and raises unresolved calls to appropriate subject matter authorities based on SOP.
o Notifies appropriate parties (e.g., CSR’s, customers, Franchises, etc.) of process, inquiry updates/changes or service requests as appropriate.
• Reviews order error and order hold reports and takes action based on need as instructed by SOP.
• Supports execution of marketing programs developed by all Franchise.
• Conducts recall activities as appropriate.
• Updates customer information in order management system as appropriate
• Conducts UAT testing as needed.
• Adheres to quality controls process and service quality guidelines.
• Thinks and communicates 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.
• Performs job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of extraordinary customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the J&J Global Leadership Profile.
• Remains current with and apply internal and operating companies’ policies & procedures.
• Devotes to promoting harmony, growth and partnership within the organization.
• Demonstrates an understanding of the supported franchises and business processes needed and understands relevant products and applies this knowledge to day-to-day responsibilities.
• Effectively uses listening, verbal, and written skills to share information and achieve desired outcomes in a courteous manner.
• Comprehends the needs of the sales organization and of external customers to ensure field and customer satisfaction.
• Collaborates with supervisor to identify strengths and development areas and implement personal development plan, accepting constructive feedback and participating in continuous learning.
• Demonstrates flexibility and implements innovative ways to improve the way work is done.
• Organizes the workspace, prioritizes activities and manages time effectively to achieve goals.
• Identifies and analyzes problems, issues and situations.
• Identifies solutions and follows through to assess progress and ensure positive results.
• Builds professional relationships across functions and sites with external partners and collaborates to achieve shared goals.
• Effectively uses job related information technology and tools to achieve results, maintaining thorough working knowledge to utilize the appropriate systems to achieve business requirements.

Do you strive to join an outstanding team that is dynamic and ever-changing? Is career growth and opportunity appealing to you? Apply to this opportunity today.
Johnson & Johnson Family of Companies are equal opportunity employers, and all applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

• Minimum High School Diploma or equivalent required; Bachelor’s degree preferred
• Minimum six (6) months related customer service and customer-facing experience required, with three to five (3-5) years preferred
• Experience related to healthcare or medical devices preferred
• Strong working knowledge of MS Word, MS Outlook (emails and calendar), and Internet Navigation required
• Basic MS Excel or MS PowerPoint preferred
• Ability to learn and work within multiple computer systems required
• Experience with SAP or JDE preferred
• Requires to work the operational hours of 8:30am - 6:30pm EST
• Requires ability to work in one of the following locations: Piscataway, NJ and Monument, CO
• Ability and flexibility to work from home (based on business needs) preferred
• Up to 5% domestic travel may be required

Primary Location
United States-New Jersey-Piscataway
Other Locations
North America-United States-Colorado-Monument
Johnson & Johnson HCS Inc. (6077)
Job Function
Customer Service
Requisition ID

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• Post ID: 115830818 newyork is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017