Senior Customer Support Analyst
1 day ago
We are seeking a highly skilled Senior Customer Support Analyst to join our Commercial Operations team in Irvine, CA. As a key member of our team, you will be responsible for providing exceptional customer support and driving business growth through process improvement and innovation.
Key Responsibilities:- Partner with cross-functional stakeholders to identify key process improvement opportunities and implement solutions to drive customer satisfaction and business growth.
- Develop and maintain comprehensive reports to analyze customer expectations and identify areas for continuous improvement.
- Provide training to contact center and sales partners to drive better customer experience through improved account management processes.
- Manage the creation and updates of work instructions, SOPs, and department knowledge base.
- Ideate, prioritize, and implement AI/ML/digital solutions to improve customer experience in all order-to-cash activities.
- Bachelor's degree in business, analytics, finance, sales and marketing, or a related field.
- Minimum of four years of relevant work experience in customer service/sales support, preferably in the medical device industry or an FDA-regulated industry.
- Strong computer skills and knowledge of various programs such as JD Edwards, SAP, or equivalent ERP system, or equivalent CRM solution.
- Advanced experience with MS Office, including Excel skills at an advanced level.
- Competitive salary range: $61,000 to $97,750.
- Annual performance bonus.
- Comprehensive benefits package, including medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
- Consolidated retirement plan (pension) and savings plan (401(k)).
- Long-term incentive program.
- Time off benefits, including vacation, sick time, holiday pay, and floating holidays.
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.
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