Customer Care Representative

Johnson & Johnson•Santa Clara, CA

2d•Remote

About The Position

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: Santa Clara, California, United States of America Job Description: About MedTech 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 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/ . This is a remote role available in all states/cities within United States. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply. We are searching for the best talent for Customer Care Representative. JOB SUMMARY/ DESCRIPTION The Customer Care Representative is responsible for providing outstanding customer service to Ethicon customers for the Monarch robotic platform as well as leadership to the Customer Care team. Duties will include crafting quotations, answering incoming calls, case creation and resolution, issuing return material authorizations, managing order status, customer success management, and other tasks as assigned. This position reports to the Ethicon Global Customer Success Director of Platform Support. This position can be office based in Santa Clara, CA or fulfilled remotely.

Requirements

High school diploma or equivalent and minimum of four years’ experience in a fast paced customer service, call center, or order management role within a high technology manufacturing environment.
At least 5 years of experience with SalesForce (SFDC) and SAP systems is required.
At least 5 years of experience with Capital Sales and consumable Quote to Cash process (including account set-up, pricing, quoting, and order management) within a medical device company is required.
At least 3 years experience with Service Contract, Order to Cash
At least 3 years experience in processing returns
Superior written and verbal communication skills.
At least 10 years of experience Customer Service environment
Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment.
Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision.
Influential teammate with a strong drive to build a positive work environment required
Strong attention to detail and understanding of revenue recognition requirements.
Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
Ability to triage incoming support request in a shared mailbox.
Identify complaints for escalation
Willingness to work various shifts and days, including weekends and holidays, as the business needs.
Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.

Nice To Haves

Bachelor’s degree in business administration or related field.
Ability to run reports in SAP or SFDC and create pivot tables and charts.
Understanding of customer success programs and metrics
Background in Medtech, experience in Robotics is a plus

Responsibilities

Act as tier one support for inbound phone and email queues for our external and internal customers.
Perform customer service activities such as order and quote entry into the ERP system, answering status calls, resolving discrepancies, and issuing returns.
Answer inbound customer calls and log opportunities and key interactions into CRM system.
Coordinate with manufacturing, shipping, finance, marketing, and sales to ensure we meet 100% of our customer commitments.
Adhere to all KPIs and metrics in alignment with our departmental goals to measure success.
Partner with Sales to organize new customer introduction calls, guide the onboarding process, train customers on inventory planning and web portal usage, and conduct follow ups to measure customer success.
Other related duties as may be assigned

Benefits

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.
This position is overtime eligible.
This position is eligible for a shift differential.
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: o Vacation –120 hours per calendar year o Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year o Holiday pay, including Floating Holidays –13 days per calendar year o Work, Personal and Family Time - up to 40 hours per calendar year o Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child o Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member o Caregiver Leave – 10 days o Volunteer Leave – 4 days o Military Spouse Time-Off – 80 hours

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