Customer Service Support Specialist

Johnson & Johnson•Madison, WI

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/. Quantum Surgical Incorporated has entered into an agreement with Johnson & Johnson to acquire the NEUWAVE business. The process is anticipated to be completed in Q1 2026, subject to legal requirements, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of Quantum Surgical Incorporated, and your employment would be governed by Quantum Surgical Incorporated employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by Quantum Surgical Incorporated at an appropriate time and subject to any necessary legal processes J&J Medtech Surgery, is currently recruiting for a Customer Service Support Specialist, for its NEUWAVE™advanced microwave ablation platform. NeuWave Medical is located in Madison, WI. However, the position can be remote or located at any of the US Ethicon sites, preferably Madison. The NEUWAVE™ Microwave Ablation System is designed with the premise that each patient and each lesion is unique. The system has a range of probes with distal energy control, multi-probe capabilities, and TISSU-LOC Technology, along with advanced visualization and guidance software, enabling interventional radiologists to efficiently tailor ablation zones and confirm margins. The Customer Service Support Specialist, provides exceptional customer service and transactional support to both internal and external customers via phone and email. Primary functions are managing shipping logistics, processing incoming product orders, and product return requests and handling customer inquiries and problems.

Requirements

High school diploma or equivalent
Ability to work a standard work schedule of Monday – Friday 8:00 am to 5:00 pm
Coordinate and execute a high volume of diverse assignments, effectively handling competing priorities while maintaining a high attention to detail and quality
Strong customer service skills
Excellent interpersonal, oral, and written skills.
Curious, driven to achieve, and willing to challenge and ask thoughtful questions
Excellent verbal and written communication skills, including strong grammar skills
Demonstrated ability to positively manage working relationships
Ability to work independently, with minimal supervision, as well as with others
Ability to operate basic computer software programs – Word, Excel, PowerPoint, and Outlook

Nice To Haves

Associates degree desired
Previous logistics experience preferred
Generally, requires 2-4 Years of work experience working in the medical device industry preferred
Experience with ERP system (desired)

Responsibilities

Process and manage customer orders and returns, ensuring accuracy, timeliness, and compliance.
Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
Communicate order status updates to customers and internal stakeholders.
Coordinate international shipments, ensuring compliance with export regulations and documentation.
Prepare and review export paperwork (commercial invoices, packing lists, certificates).
Liaise with freight forwarders, customs brokers, and carriers to ensure timely delivery.
Monitor export schedules and proactively resolve delays or issues.
Maintain knowledge of global trade compliance requirements and update processes accordingly.
Track capital equipment in house and in the field.
Maintain data integrity in ERP systems and resolve discrepancies promptly.
Assist with inventory checks and backorder management to minimize delays.
Support compliance with pricing, terms, and contractual obligations.
Review and clean up customer & customer case data that in the ERP.
Investigate and resolve customer complaints, ensuring a positive resolution experience.
Review and clean up customer case data that in the ERP.
Support compliance with pricing, terms and contractual obligations.
Escalate issues that need evaluation to the quality team.
Develops and maintains a high degree of knowledge of the entire product portfolio
Responsible for ensuring personal compliance with all Federal, State, local, and Company regulations, policies, and procedures
Performs other duties assigned as needed
Know and follow company policies and procedures related to work performed in the area of responsibility
Complete training in the area of responsibility within the allowed time period.
Follow all policies and procedures to ensure a safe operating environment.