Cell Therapy Order Specialist

Johnson & Johnson•Horsham, PA

7d•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. A Day in the Life: You will support assigned treatment sites by managing the end-to-end process of requesting, manufacturing, and delivering therapy. You will also assist with onboarding new sites. The team operates as a contact center from 8:00 AM to 8:00 PM, Monday through Friday, with 8.5-hour shifts within these hours.

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

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

Responsibilities

Manage the end-to-end process of requesting, manufacturing, and delivering therapy for assigned treatment sites.
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 an expert order management resource for treatment sites needing additional assistance to resolve a problem or address a special need.
Proactively advise assigned treatment sites of any concerns or issues discovered during routine monitoring of their treatment orders and help resolve any order-related problems.
Coordinate with other parties inside and outside of the Janssen organization to handle complex queries.
Monitor site performance and help find 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 and monitoring certification status.
Act as the face of Janssen Oncology to assigned treatment sites, delivering high-touch, responsive, and empathetic service.
Maintain professionalism and composure in high-pressure situations to build strong and trusted relationships with sites.