Johnson Johnson Med Tech - Electrophysiology, a premier company in the healthcare industry, is seeking a highly skilled Customer Support Analyst to join our team in Irvine, California.
As a key member of the Commercial Operations team, you will have the opportunity to make a significant impact on our business and contribute to our strategic goals.
This position will support the Electrophysiology business and is responsible for customer data management, integrity and maintenance in the JDE and SAP Systems in support of the company sales efforts, territory alignment, order entry and program management. The position will act as the primary liaison with Johnson and Johnson Health Care Systems (JJHCS) with respect to customer data issues, order error reports and customer governance. Individual will demonstrate detailed understanding of the business in support of commercial objectives and programs, exhibiting business analysis skills to define, document, and drive efficiencies in business processes and supporting systems. In addition, this individual will demonstrate the following behaviors in their role: functions independently on a day-to-day basis; proactively seeks resolution of problems; assumes leadership roles on teams and projects within and cross departments.
Key Responsibilities:
Under (e.g. limited supervision, general direction, etc.) and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson Johnson, procedures and guidelines, this position:
Maintains customer data in the customer management systems. Responsible for company local data set-up, including shipping methods, sales reporting category code maintenance, fee and backorder flags as well as the customer / product eligibility tables.
Responsible for maintaining sales and reporting alignment in JDE System.
This role will work closely with finance to monitor dashboards and resolve order issues between SAP and JDE systems. Will act as subject matter expert for customer support on system issues and upgrade projects.
Deliver elite customer and field support on current BWI program offerings and tool preparation for customer presentations and meetings. This includes but is not limited to the maintenance of databases such as SharePoint for use by field sales associates, posting tools, tracking and updating tools, and pricing matrices for new product offerings.
Implement order management process with Johnson Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all capital equipment hardware, software, and service, third party equipment, and relevant disposables orders.
Responsible for customer note maintenance in the JDE System.
Responsible for the updates to the list of values in the JDE category code tables.
Meets as needed with field sales associates, sales management, legal department and others as needed to discuss complex order management scenarios / proposals.
Position will provide support to the field sales organization by preparing customer and order history reports.
Supports product and marketing program launches as needed, providing subject matter expertise in the area of system capabilities such as promotions, product eligibility and allocation options.
Responsible for communicating business related issues or opportunities to next management level.
Responsible for following all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition
Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
Performs other duties assigned as needed
Johnson Johnson Med Tech - Electrophysiology, a premier company in the healthcare industry, is seeking a highly skilled Customer Support Analyst to join our team in Irvine, California.
As a key member of the Commercial Operations team, you will have the opportunity to make a significant impact on our business and contribute to our strategic goals.
This position will support the Electrophysiology business and is responsible for customer data management, integrity and maintenance in the JDE and SAP Systems in support of the company sales efforts, territory alignment, order entry and program management. The position will act as the primary liaison with Johnson and Johnson Health Care Systems (JJHCS) with respect to customer data issues, order error reports and customer governance. Individual will demonstrate detailed understanding of the business in support of commercial objectives and programs, exhibiting business analysis skills to define, document, and drive efficiencies in business processes and supporting systems. In addition, this individual will demonstrate the following behaviors in their role: functions independently on a day-to-day basis; proactively seeks resolution of problems; assumes leadership roles on teams and projects within and cross departments.
Key Responsibilities:
Under (e.g. limited supervision, general direction, etc.) and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson Johnson, procedures and guidelines, this position:
Maintains customer data in the customer management systems. Responsible for company local data set-up, including shipping methods, sales reporting category code maintenance, fee and backorder flags as well as the customer / product eligibility tables.
Responsible for maintaining sales and reporting alignment in JDE System.
This role will work closely with finance to monitor dashboards and resolve order issues between SAP and JDE systems. Will act as subject matter expert for customer support on system issues and upgrade projects.
Deliver elite customer and field support on current BWI program offerings and tool preparation for customer presentations and meetings. This includes but is not limited to the maintenance of databases such as SharePoint for use by field sales associates, posting tools, tracking and updating tools, and pricing matrices for new product offerings.
Implement order management process with Johnson Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all capital equipment hardware, software, and service, third party equipment, and relevant disposables orders.
Responsible for customer note maintenance in the JDE System.
Responsible for the updates to the list of values in the JDE category code tables.
Meets as needed with field sales associates, sales management, legal department and others as needed to discuss complex order management scenarios / proposals.
Position will provide support to the field sales organization by preparing customer and order history reports.
Supports product and marketing program launches as needed, providing subject matter expertise in the area of system capabilities such as promotions, product eligibility and allocation options.
Responsible for communicating business related issues or opportunities to next management level.
Responsible for following all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition
Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
Performs other duties assigned as needed
Bachelor’s Degree required. Business related preferred but consideration will be given to other fields.
Requirements8 years of progressive experience in Customer Service environment with a focus on data management.Excellent written, oral and presentation skills required (intermediate Word, Outlook and PowerPoint)Proven strong analytic skills (advanced Excel)Ability to work independently with minimal supervisionAbility to work in a team environmentPreferred:JDE and SAP experience Ability to manage conflicting priorities and meet deadlinesAbility to present detail data in a clear and concise mannerStrong organizational skills and the ability to manage complexityExpertise in customer service business processesExcellent interpersonal and negotiating skillsOther:The work environment is a normal office setting. Domestic travel is estimated at less than 5%. The physical demands described here are representative of those an employee encounters to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk, listen, sit and stand. The employee must be able to lift or move up to 25 pounds.
The anticipated base pay range for this position is $63,000 to $102,350. For the California Bay Area - The anticipated base pay range for this position is $73,000 to $117,300.
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 (401(k)).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 yearSick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar yearHoliday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar yearAdditional information can be found through the link below. https://www.careers.jnj.com/employee-benefitsThe 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.
This position will be posted until February 27, 2025 and can be reposted as needed.
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.
Bachelor’s Degree required. Business related preferred but consideration will be given to other fields.
Requirements8 years of progressive experience in Customer Service environment with a focus on data management.Excellent written, oral and presentation skills required (intermediate Word, Outlook and PowerPoint)Proven strong analytic skills (advanced Excel)Ability to work independently with minimal supervisionAbility to work in a team environmentPreferred:JDE and SAP experience Ability to manage conflicting priorities and meet deadlinesAbility to present detail data in a clear and concise mannerStrong organizational skills and the ability to manage complexityExpertise in customer service business processesExcellent interpersonal and negotiating skillsOther:The work environment is a normal office setting. Domestic travel is estimated at less than 5%. The physical demands described here are representative of those an employee encounters to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk, listen, sit and stand. The employee must be able to lift or move up to 25 pounds.
The anticipated base pay range for this position is $63,000 to $102,350. For the California Bay Area - The anticipated base pay range for this position is $73,000 to $117,300.
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 (401(k)).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 yearSick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar yearHoliday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar yearAdditional information can be found through the link below. https://www.careers.jnj.com/employee-benefitsThe 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.
This position will be posted until February 27, 2025 and can be reposted as needed.
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.