Senior Coordinator

2 weeks ago

Raritan, New Jersey, United States Johnson & Johnson Full time
Johnson & Johnson Med Tech is recruiting for a Senior Coordinator - Error Handling, located primarily in Raritan, NJ, Raynham, MA or Palm Beach Gardens, FL.

Remote work options may be considered on a case-by-case basis and if approved by the Company for US based candidates.

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 .

Are you interested in joining a team that is helping improve patient care, customer care, and driving innovation? Apply today As part of the OTC Business Process Enablement team, the Senior Coordinator provides superior, customer service to franchises requiring daily interaction with internal and external customers including Commercial, Field sales, Planning, Customer Service, Distribution, and IT.The key customer-facing activities include efficient/effective handling and resolution of order issues and queries, as well as supporting customer relationships within assigned business specialty areas.

Key Responsibilities:
  • Manage order errors as assigned via phone/fax or e-channel) across all work queues to include GHX/EDI, Batch Issue Resolution, Error Handling
  • Manage suspended billing issues daily & at month end to ensure SOX tasks are completed, this includes common errors such as posting period is not open, billing blocks, failed credit card authorizations, invalid tax codes, or order-related issues.
  • Responsible for inquiry/service complaint management to achieve a "close loop" resolution process for customers, limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX.
  • Assigned and/or serves as "Case Owner" to investigate escalated issues/service requests and keeps customer informed on completion status.
  • Follows-up on open inquiries and with an emphasis on communicating unresolved calls to appropriate SMA (Subject matter authority) based on SOP.
  • Ensures completion of inquiry/service request to fulfillment to maintain closed-loop process standards.
  • Notifies appropriate parties (e.g., CSRs, customers, Franchises, etc.) of process, inquiry updates/changes or service requests as appropriate.
  • Conducts BST & UAT testing support as needed across Franchises
  • Drives investigation and continuous improvement
  • Create, revise, maintain documents as it pertains to the processes owned by the EHU team
  • Serve as SME for EHU processes and support team members to assist with cross-training when required

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