Customer Care Representative

Johnson & Johnson Innovative Medicine • Santa Clara, CA

1d • Remote

About The Position

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

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees