Senior Coordinator, Orthopedics

Johnson & Johnson Innovative Medicine • Raynham, MA

5d • $55,000 - $88,550 • Remote

About The Position

This role is within the MedTech sector of Johnson & Johnson, focusing on the Orthopedics business which is planned to become a standalone company named DePuy Synthes. The Senior Coordinator, Orthopedics will be responsible for daily operations, including specialized and complex order processing, coordinating shipping and delivery, and collaborating with distribution and transportation teams. The position involves supporting team members, handling customer escalations, leading root cause analysis, and providing formal helpline support. The role requires cross-functional communication to resolve customer discrepancies related to data integrity, shipping, and pricing. Coverage during operational customer service hours, and potentially after-hours, is expected. The role also involves initiating the return goods process and partnering with the returns team. Continuous improvement projects, skill expansion, and staying updated on industry trends are key aspects of the position. The role also emphasizes quality by accurately capturing customer inquiry information, maintaining detailed records in compliance with regulatory bodies (GMP, SOX, DEA, FDA, PWC, CAPA, safety, and environmental requirements), adhering to quality controls, and reconciling/validating specialty orders. Completing trainings, potentially passing a "Train the Trainer" course, processing deviation requests, and identifying/alerting teams to potential issues like altered shipments or fraud are also responsibilities. Analytics involve pulling and analyzing reports, identifying deviations or trends, and taking appropriate actions.

Requirements

• At least High School Graduate
• 3 or more years of customer focus
• Excellent organizational, verbal and written communication skills.
• Works independently.
• Serves as subject matter expert within functional area.
• Solid problem solving and analytical experience.
• Prior working experience working in real-time environment, managing achievement of competing priorities and deadlines.
• Strong analytical and problem-solving skills are required
• Demonstrated leadership as well as proven ability to develop and maintain effective business partnerships.
• Proficiency in MS Office application, ERP systems and Internet navigation.
• Ability to utilize specialized software and customized programs to meet business needs.
• Business knowledge of other functional areas such as Sales & Marketing, E-Commerce and Finance.
• Demonstrate and inspire the behaviors that reinforce Our Credo.

Nice To Haves

• College degree highly desirable
• working knowledge of Lean methodology and/or certification preferred.

Responsibilities

• Responsible for specialized and complex order processing as assigned.
• Coordinating of shipping and delivery of product.
• Collaboration with distribution center and transportation to meet customer requirements while optimizing for cost of service.
• Provide support to team members on customer escalations and leads root cause analysis of the issue when needed.
• Provide formal helpline support to associates to include answering helpline calls, addressing associate inquiries, and escalating issues to the Quality and Training team for further assistance if necessary.
• Thinks and communicates cross-functionally to investigate, research, and resolve all escalations promptly and accurately including any necessary coordination with key stakeholders.
• Resolve customer discrepancies relating to data integrity, shipping issues, and trade pricing/promotional management.
• Provide coverage during operational customer service hours.
• May need to provide after-hours coverage for Customer Support Services.
• Initiate the return goods process, issuing the call tag and then partner with the appropriate returns team to resolve the customer issue.
• Suggest and lead continuous improvement projects, continually expand skillset, and follow industry trends.
• Attend/Initiate(lead) internal meetings as required.
• All other duties as assigned.
• Accurately and timely capture information from customer inquiries.
• Maintains detailed records in compliance with applicable regulatory bodies such as but not limited to GMP, SOX, DEA, FDA, PWC, CAPA, safety and environmental requirements.
• Adheres to quality controls process and service quality guidelines.
• Responsible for reconciling, validating, entering, and editing Specialty orders to be in compliance of all applicable federal, state, and local laws and regulations.
• Maintain and update SOP and processes as requested.
• Complete all trainings within a timely manner and within specified due dates.
• Pass the “Train the Trainer” summit course to be a qualified trainer.
• Process requests for deviations utilizing the appropriate systems and notify the appropriate stakeholders.
• Participate in and lead as appropriate preliminary investigations for CSS generated deviations.
• Identify and alert the appropriate teams upon awareness of altered shipment, potential fraud, medical event, complaint or any other defined escalations within a timely manner and regulatory and compliance guidelines.
• Responsible for pulling and analyzing daily, weekly, monthly and annual reports as assigned.
• Alerting the appropriate teams of any deviations or trends and taking the appropriate actions.

Benefits

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED