Customer Support Analyst - Irvine, CA
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 world’s 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.
