Senior Coordinator, Orthopedics

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Remote (US)

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/. 

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, 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 DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Remote work options may be considered on a case-by-case basis and if approved by the Company.

We are searching for the best talent for Senior Coordinator, Orthopedics

Daily Operations:

• Responsible for specialized and complex order processing as assigned.  This may include but not limited to 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.

Quality:

• 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.

Analytics:

• 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.

KNOWLEDGE SKILL AND ABILITY REQUIREMENTS: 

• At least High School Graduate

• 3 or more years of customer focus

• College degree highly desirable

Other skills required:

• 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, working knowledge of Lean methodology and/or certification preferred.

• 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

Related Experience:

• Create a trusting, collaborative, and ethical work environment

• Maintain the highest standards of quality, compliance and accountability

• Champion programs and initiatives that support our environment and communities

• Develop insights into the needs of our patients, customers, markets and communities

• Be insight-driven to uncover unmet needs

• Forge internal collaboration across all levels of the enterprise

• Drive innovation; anticipate and shape industry and market changes to advance health care globally

• Challenge the status quo; lead and adapt to change

• Take and manage risks

• Engage in transparent and constructive conversations

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation,  external applicants please contact us via  https://www.jnj.com/contact-us/careers.  Internal employees contact AskGS to be directed to your accommodation resource.

#LI-Remote

Required Skills:

 

 

Preferred Skills:

Accountability, Communication, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Report Writing, Self-Service Tools, Service Request Management, Training Administration

 

 

The anticipated base pay range for this position is :

$55,000.00 - $88,550.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are 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.



Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off 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 period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits