Sr. Customer Support Analyst - Irvine, CA

Johnson & Johnson is currently seeking a Senior Customer Support Analyst to join the Commercial Operations team located in Irvine, CA.

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

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/.

The Senior Customer Support Analyst supporting Mentor Worldwide LLC is the liaison between Customer Support and the Mentor Commercial organization in the development, coordination, & execution of Mentor commercial programs to accelerate growth. This individual is responsible for program execution related to customer experience & account management and 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.

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 requires:

Customer Support & Customer Experience

• Partner with cross functional stakeholders to define key process and system improvement opportunities utilizing key performance indicators and “voice of customer” data to progress leading-edge standards for Customer Support, Account Management, and overall customer experience.
• Progresses customer-specific initiatives to promote a positive customer service experience, ensuring proposed solutions drive client value, consistency, and growth.
• Creates comprehensive reports to continually analyze and measure departmental status against customer expectations and identify opportunities for continuous improvement.
• Provide and conduct training to contact center and sales partners to drive better customer experience through improved account management process.
• Manage the creation and updates of work instructions, SOPs, and department knowledge base.
• Champions knowledge of applicable HCC, Legal and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.

Digital & Technology

• Ideation, prioritization, and implementation of AI/ML/digital solutions, including solutions related to customer service systems, EDI, GHX, APIs, CRM, and ERP to improve customer experience in all order-to-cash activities.
• Provide subject matter expertise and be a point of contact for handling complex issues and requests related to a variety of business systems.
• Leverage system knowledge and analytical skills to analyze data to develop performance metrics to measure success and identify new opportunities to explore automation.
• Use data to support decision making and to influence stakeholders during project negotiations.

Project Management

• Utilize strong project management and decision-making skills to successfully lead and execute a variety of projects, with a commitment to meeting defined deadlines, budgets, and customer experience & account management goals.
• Deliver end-to-end project support, including requirement gathering, design, testing, implementation, and post-launch support.
• Lead projects to collect “voice of customer” and “voice of employee” feedback to guide project prioritization and to identify future improvement opportunities.
• Ensure required changes are understood and are operational across teams (Customer Support, Sales, IT, etc.). Create mock-ups and prototypes to communicate ideas.
• Establishes a continuous improvement mindset and conduct process optimization / reengineering as required.
• Performs additional duties assigned as required.