Experience Inc. Jobs

Customer Support Analyst - Irvine, CA - 2406208566W

Description

Johnson and Johnson is currently seeking a Customer Support Analyst to join our team in Irvine, CA.

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/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the worlds most pressing healthcare challenges.

We know that the success of our business and our ability to deliver meaningful solutions depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.

At Johnson & Johnson, we all belong.

The Analyst supporting Cerenovus is the liaison between Customer Service and the Commercial organization in the development, coordination, & execution of commercial programs to accelerate growth. This individual is responsible for order and program execution, tracking and analysis of data, report preparation and delivery, as well as end-to-end business process review to identify and address opportunities for operational, financial, and technological improvements/efficiencies. Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrating detailed understanding of the business to support commercial objectives, strategy, and current programs and pathways.

This individual must demonstrate the following behaviors in their role: demonstrated customer comes first mentality; function independently on a day-to-day basis embraces teamwork with team-oriented personality; proactively seek resolution of problems assume roles on teams and projects within and across departments and functions; adapts and implement changes quickly.

Duties & responsibilities

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Collaborate cross-functionally with Commercial teams (Marketing, Sales, Contracts, Customer Service, HCC, Legal, Finance, Supply Chain, Distribution) to drive growth in commercial programs.

• Implement order management process with Johnson & Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all disposables orders, consignment and trunk stock orders.

• Develop, maintain, and use monthly dashboards, trackers, and/or metrics that drive impactful, continuous improvement in support of the business strategy and to ensure compliance with all program policies and guidelines.

• Responsible for maintaining product eligibility in the system, coordinating with Commercial organization on the criteria and process to ensure an efficient and compliant process.

• Partner with various business partners (Customer Service, Supply Chain and Commercial team) to troubleshoot and resolve order issues.

• Lead or participate in multiple projects by completing and updating project documentation; managing project scope; resolving daily priorities; ensuring efficient and timely delivery of project tasks; and maintaining third-party relationships.

• Champion knowledge of applicable HCC, Legal, and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.

• Support ongoing development and implementation of Commercial deployment strategies.

• Develop goals & objectives and personal development plans. Perform additional related duties and take on additional projects as required.

• Responsible for ensuring personal and company compliance with all federal, state, local, and company regulations, policies, and procedures.

• Understand and navigate the needs and expectations of multiple partners.

• Performs additional duties assigned as required.

Qualifications

• Bachelors degree in Business, Finance, Sales & Marketing, Contracting, or related field.

• A minimum of 2 years of dynamic experience in Customer Service / Sales & Marketing Support preferably in the medical device industry or an FDA-regulated industry.

• Very strong computer skills and knowledge of various ERP systems such as SAP

• Excellent written, oral, and presentation skills (Word and PowerPoint).

• Proficient Excel skills required including dashboard creation, v-lookup and pivot tables.

• Strong analytic skills, problem solving/improvement and critical thinking mentality.

• Proven leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve team results

• Work self-sufficiently with minimal direction

• Work in a sophisticated team environment

• Ability to handle conflicting priorities and meet deadlines and deliverables

• Ability to present detailed data in a clear and concise manner

• Strong organizational skills and the ability to manage complexity

• Knowledge in contracting business processes

• Excellent interpersonal and negotiating skills

• Detailed oriented and adapts to changes promptly.

• Ability to work collaboratively in a dynamic environment, building cross-functional partnerships to support customers

The anticipated base pay range for this position is $76,000 to $121,900.

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 corporations performance over a calendar/performance year. Bonuses are awarded at the Companys discretion on an individual basis.

• 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 Companys consolidated retirement plan (pension) and savings plan (401(k)).

• This position is eligible to participate in the Companys long-term incentive program.

• Employees are eligible for the following time off benefits:

• Vacation up to 120 hours per calendar year

• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington up to 56 hours per calendar year

• Holiday pay, including Floating Holidays up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year

• Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location NA-US-California-Irvine

Organization DePuy Synthes Sales, Inc. (6032)

Job Function Non-Technical Customer Service

Req ID: 2406208566W