Cell Therapy Order Specialist

Johnson & Johnson Innovative Medicine•Horsham, PA

1d•Onsite

About The Position

Johnson & Johnson is recruiting for a Cell Therapy Customer Logistics Specialist based in Horsham, PA. The Cell Therapy Customer Logistics Specialist (CTOS) is a critical member of the CAR-T Customer Service team, responsible for delivering a seamless, compliant end-to-end therapy experience for treatment sites and patients. As the primary point of contact, CTOS ensures timely order execution, resolves complex issues, and proactively manages risks to support successful patient outcomes. This position demands a service-oriented mindset, critical thinking, and the ability to drive operational improvements in a dynamic environment. It also offers the opportunity to own the CARVYKTI™ order placement and delivery experience, working closely with partners across supply chain, medical, finance, IT, patient services, treatment sites, and specialty distributors.

Requirements

A minimum of a Bachelor’s degree is required.
A minimum of 3+ years of work experience in the healthcare industry is required.
Strong oral and written communication skills.
Ability to manage conflict and navigate complex and sensitive situations.
Ability to work effectively across cross-functional teams and external partners.
Skilled at navigating ambiguity and resolving complex operational issues.
Demonstrates strong case management and end-to-end ownership.
Proactive in driving issues to resolution.
Able to adapt to changing priorities in a fast-paced, complex environment.
Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time.

Nice To Haves

Oncology, CAR-T, or Cell & Gene Therapy Experience
Supply Chain or Manufacturing
Clinical Trial Coordination or Site Management
Customer Service or Customer Call Center
Finance, Trade, or Order Management Processes
Academic or Large Treatment Site experience

Responsibilities

Support assigned treatment sites by managing the end-to-end process of requesting, manufacturing, and delivering therapy.
Assist with onboarding new sites.
Serve as the point person for a select number of treatment sites, fielding and/or responding to inquiries regarding the CARVYKTI™ ordering process and all associated logistics.
Act as the expert order management resource for treatment sites needing additional assistance to resolve a problem or address a special need.
Proactively work with assigned treatment sites to advise them of any concerns or issues discovered during routine monitoring of their treatment orders.
Help sites resolve any order-related problems that may arise.
Coordinate with other parties inside and outside of the Janssen organization to handle queries.
Work with internal colleagues to monitor site performance and identify opportunities for operational improvements in the end-to-end order management journey (from enrollment to infusion) for CARVYKTI™.
Assist new treatment sites with onboarding onto the ordering platform, including establishing and maintaining account information in the order management system, and monitoring certification status.
Act as the face of Janssen Oncology to assigned treatment sites, delivering a high-touch, responsive, and empathetic service experience.
Maintain professionalism and composure in high-pressure situations to build strong and trusted relationships with sites.