Coordinator, CSS, Field Sales Support (1 of 5)

Job description

Johnson & Johnson Health Care Systems Inc. is currently recruiting for a Field Sales Support Coordinator, Customer Support Services (CSS) primarily located in Raynham, MA; locations will be considered in Monument, CO, Warsaw, IN, Piscataway, NJ, or Palm Beach Gardens, FL. Hours will vary between 8 AM and 8 PM (EST) on weekdays.

Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.

Johnson & Johnson Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.

The FSS Coordinator will:
• Provide superior customer service and support to internal and external business partners at DePuy Synthes franchises (e.g., sales consultants, sales operations and supply chain team members, etc.).
• Perform key customer-facing activities including order creation for loaner equipment in multiple operating systems, complex orders, billing, efficient/effective handling and resolution of escalated issues and inquiries, including sales order management activities as well as supporting customer relationships within assigned business specialty area.
• Research complex issues and inquiries, and fully investigate them to resolution, including following-up on open inquiries and escalating unresolved issues to the appropriate subject matter experts.
• Receive, process, track, and report on all field requests related to loaner equipment.
• Receive and process consignment implant and instrument requests as well as provide support and collaborate with Sales Consultants to locate inventory in the field to satisfy daily case coverage.
• Maintain working knowledge of the various loaner usage reports and collaborate with the Distribution facility on loaner related issues as well as collaborate with internal departments such as Field Inventory, Commercial and Franchise Marketing groups, and Health Care Compliance on all loaner needs.
• Work with the sales force to provide revenue management in the form of billing of audited sets as well as handle disputes and proactively contact Sales Consultants and other business partners, and conduct training of new resources and others as appropriate.
• Ensure all internal quality controls are adhered to, as well as process and service quality guidelines.

Daily Activities include:
• Create, enter and manage complex ExpressCare orders (via phone/ or e-mail) from sales force and DePuy Synthes internal business partners.
• Provide more complex sales inquiry/service complaint management to achieve a “close-loop” resolution process, ensuring all work done in compliance to department SOPs and SOX.
o Assign and/or serve as “Case Owner” to investigate escalated issues/service requests and communicate updates to Field and internal business partners.
o Follow-up on open inquiries and escalate unresolved calls to appropriate subject matter experts based on SOP.
o Review order error and order hold reports, kit hot lists, sales service issues, football logs, etc. and take action based on need as instructed by SOP.
• Provide Area Management to designated regions in the US and OUS:
o Review long term sets with Business Analysts for assigned region prior to due dates.
o Create and publish daily due back reports, report on late sets and missing instruments to Sales Consultants.
o Partner with Sales Consultants to reduce reservation system interruptions.
o Work in conjunction with Field Operations to process asset disposals.
• Provide Revenue Management:
o Complete billing for orders returned and audited.
o Request POs for items, usage fees, and freight charges.
o Notify the consultant of billing for missing/dirty/damaged instrumentation.
o Address and resolve billing disputes.
• Provide after-hours emergency coverage on a rotation basis.
• Process and locate Footballs to ensure case coverage (Coordinator initiated kit movements across the US).
• Support fee based marketing programs and loaner usage tracking for DePuy Synthes marketing team.
• Process Donation and International (Canada, Puerto Rico) set requests.
• Think and communicate cross-functionally to investigate, research, and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other internal departments and all required customer follow-up in a self-directed manner.

Desired profile

• Minimum of High School Diploma or equivalent required; Associate's or Bachelor's degree preferred
• Minimum of two (2) years' related customer-focused experience required
• Business knowledge of DePuy Synthes, related franchises, and/or healthcare industry is an asset
• Strong basic knowledge of Microsoft Office (Word, Excel, and Outlook) and Internet Navigation required
• Advanced Excel (including vLookups and Pivot Tables) preferred
• Experience with AS400 and/or JDE OneWorld is an asset
• Position requires ability to work in one of the following locations: Raynham, MA, Monument, CO, Warsaw, IN, Piscataway, NJ, Palm Beach Gardens, FL
• Requires flexibility to work and train full-time, varying hours on weekdays between 8 AM and 8 PM (EST); after-hours coverage, weekends, and on-call as needed for business.
• Position requires up to 5% domestic travel