Johnson & Johnson Health Care Systems Inc. (HCS) is currently recruiting for an Analyst, Customer Support Services, Transaction Quality for CLS NA located in Piscataway, NJ; considerations made for Raynham, MA, Monument, CO, West Chester, PA, or Warsaw, IN.
Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.
Johnson & Johnson Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.
Thriving with a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
Customer Support Services (CSS) is the centralized customer service function for the CLS U.S. Customer Experience team managing sales on behalf of all Johnson & Johnson franchises supported by JJHCS.
As the Analyst, you support the delivery of superior customer service via monitoring of calls, fax and electronic interactions between Customer Support Services Center Associates (CSSAs) and customers across the CSS sites. You are the Regional quality monitoring process owner responsible for conducting quality assessments to ensure proper adherence to SOX, standard operating procedures, franchise policies, and applicable business guidelines. You conduct troubleshooting as required and communicate all information within the Customer Services Center. You will provide classroom, team and department training including new hire, day-to-day, ongoing, process/system changes and continuing education training utilizing existing course curriculum developed by the Regional Training Department, to successfully on-board new hires and improve individual associate/team performance. Your role also includes Associate helpline tracking and observation.
Directly interact across the MD&D and pharmaceutical regional customer support center sites (CSSAs, Operating Companies, field sales, and our external customers (hospital, distributor)) on a daily basis while handling all interactions in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensure attention to compliance requirements.
Work with Customer Support Supervisors to develop and implement a regularly scheduled regional process to monitor quality of calls, faxes and electronic interactions across all sites.
Monitors audio and video of calls, faxes and emails for consistency and standardization for each tier and provides timely, individual development recommendations/feedback on a regular basis to Associate and Supervisor.
Set up coaching sessions with Associates to improve quality scores and evaluate if scores have increased post training session.
Utilize the Regional Operations data created for providing consistent feedback to associates regarding helpline data, call quality and errors by identifying possible training gaps.
Work with appropriate Supervisors and provide feedback/training to Associates for improving individual Associate/Team/department performance.
Provide CSS instructor lead training including quarterly new hire and cross training, new product training, franchise policies changes or updates, process/system changes that come out of our change control (Governance) process as needed
Serve as CSS Center subject matter expert for helpline calls and conduct trouble-shooting as required.
Handle more complex customer order-related issues that are outside of the scope of our front-line team of Customer Support Service Center Associates through monitoring of the help line.
Ensure daily SOx testing processes and reporting, by monitoring for individual, team, and department performance; saving daily reports into the appropriate location for review by internal J&J audit team
Review error data to understand common errors, set up coaching sessions with Associates to improve scores and evaluate if scores have increased post training sessions
Perform non-conformance investigation through data collection and report generation.
Manage the investigation process and review any internal auditor questions
Remain current with and apply internal and operating companies' policies & procedures.
Prepare monthly analytic reporting for supervisor review.
Interpret data, perform trend analysis, identify outliers and make recommendations to team.
Monitor and respond in timely manner to QMT mailbox by reviewing and summarizing pertinent information required for immediate CSSA reference.
Conduct basic training guide assessments and work closely with the Training Center of Excellence to update existing course curriculum/development of new course curriculums as required.
Partner with Document Management Lead for work instruction (WI) and standard operation procedure (SOP) creation, maintenance, updates as required.
Demonstrate ability to work independently on complex issues, with minimal supervision.
Serve as a subject matter / technical expert within the functional area.
Self-motivation and the capacity to work under pressure and tight deadlines.
Develop and maintain effective business partnerships.
Minimum of Bachelor's degree required
Minimum of two (2) years related experience required
Medical Device sector/industry preferred
Requires experience working in real-time environment, managing achievement of competing priorities and deadlines
Call center environment experience, conducting call quality monitoring and training administration strongly preferred
Experience coaching/mentoring and knowledge of adult learning styles/theories is preferred
Requires strong working knowledge of Microsoft Office Suite; Intermediate Excel including vLookups & pivot tables is helpful
Project management experience and leadership skills preferred
Experience with WI or SOP creation, maintenance and edits preferred
Verint monitoring system or equivalent system experience preferred
Familiarity with TruVAULT preferred
Requires the ability to provide coverage during operational hours of 8:30am to 6:30pm, with after-hours coverage as needed
Working knowledge of PE methodology and/or certification preferred
Location Required: Piscataway, NJ; considerations made for Raynham, MA, Monument, CO, West Chester, PA, or Warsaw, IN
Travel Required: Up to 10% domestic travel
United States-New Jersey-Piscataway
North America-United States-Indiana-Warsaw, United States-Colorado-Monument, United States-Massachusetts-Raynham, United States-Pennsylvania-West Chester
Johnson & Johnson HCS Inc. (6077)
Johnson & Johnson