Customer Service Representative

J&J Family of Companies • Danvers, MA • 3w ago

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

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Danvers, Massachusetts, United States of America

Job Description:

Johnson & Johnson Heart Recovery (Abiomed) is looking to hire a Customer Service Representative based in Danvers, MA. This is a hybrid role.

Principle Duties and Responsibilities :

Assume ownership of all assigned incoming customer requests via email & through the customer service call queue from initial contact through resolution.

Accurately enter, process and confirm customer sales orders.

Verify order information, including pricing and customer eligibility to ensure accuracy in advance of processing.

Track and follow-up on open purchase orders and customer inquiries as assigned to ensure resolution.

Process customer return and credit requests as needed.

Partner with finance, legal, logistics and IT teams to achieve customer outcomes

Investigate and solve complex customer issues. Exercise judgment, within company procedures and practices to determine appropriate course of action.

Rotate and cross-train on all customer service tasks within the service center and provide backup support to co-workers.

Responsible for organizing daily work to complete all necessary activities to meet daily SLA's.

Communicate regularly throughout the day via chat/phone with team members to assist and seek assistance on open inquiries. Ability to respond and multi-task in real-time.

Job Qualifications:

High school diploma or equivalent; further education is a plus.

2 years of experience in customer service environments.

Strong verbal and written communication skills.

Strong attention to detail.

Ability to multi-task.

Ability to think critically, research multiple systems and provide solutions/resolutions.

Experience in SAP, sales force or GHX a plus.

Proficient in MS Office Suite

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.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .

The anticipated base pay range for this position is $75,650- $102,000.

Additional Description for Pay Transparency:

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 corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's 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 Company's consolidated retirement plan (pension) and savings plan (401k).This position is eligible to participate in the Company's 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. Work, Personal and Family Time - up to 40 hours per calendar year. For additional general information on Company benefits, please go to: -? https://www.careers.jnj.com/employee-benefits This job posting is anticipated to close on April 24, 2025. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

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