Senior Coordinator, Orthopedics

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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 jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job Sub Function: Non-Technical Customer Service Job Category: Business Enablement/Support All Job Posting Locations: Palm Beach Gardens, Florida, United States of America, Remote (US) Job Description: About MedTech Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech 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/ . Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. Remote work options may be considered on a case-by-case basis and if approved by the Company. We are searching for the best talent for Senior Coordinator, Orthopedics Daily Operations: Responsible for specialized and complex order processing as assigned. This may include but not limited to coordinating of shipping and delivery of product. Collaboration with distribution center and transportation to meet customer requirements while optimizing for cost of service. Provide support to team members on customer escalations and leads root cause analysis of the issue when needed. Provide formal helpline support to associates to include answering helpline calls, addressing associate inquiries, and escalating issues to the Quality and Training team for further assistance if necessary. Thinks and communicates cross-functionally to investigate, research, and resolve all escalations promptly and accurately including any necessary coordination with key stakeholders. Resolve customer discrepancies relating to data integrity, shipping issues, and trade pricing/promotional management. Provide coverage during operational customer service hours. May need to provide after-hours coverage for Customer Support Services Initiate the return goods process, issuing the call tag and then partner with the appropriate returns team to resolve the customer issue. Suggest and lead continuous improvement projects, continually expand skillset, and follow industry trends. Attend/Initiate(lead) internal meetings as required All other duties as assigned. Quality: Accurately and timely capture information from customer inquiries. Maintains detailed records in compliance with applicable regulatory bodies such as but not limited to GMP, SOX, DEA, FDA, PWC, CAPA, safety and environmental requirements. Adheres to quality controls process and service quality guidelines. Responsible for reconciling, validating, entering, and editing Specialty orders to be in compliance of all applicable federal, state, and local laws and regulations. Maintain and update SOP and processes as requested Complete all trainings within a timely manner and within specified due dates. Pass the "Train the Trainer" summit course to be a qualified trainer Process re

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