Customer Service Support Specialist

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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Customer Service Support Specialist

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 ourexpertisein Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs oftomorrow andprofoundlyimpacthealth for humanity. Learn more at Surgical Incorporated has entered into an agreement with Johnson & Johnson toacquirethe NEUWAVE business. The process isanticipatedto be completed in Q1 2026 subject to legal requirements as may berequired regulatory approvals and other customary conditions and you accept this position it isanticipatedthat following conclusion of the transaction you would be an employee of Quantum Surgical Incorporated and your employment would be governed by Quantum Surgical Incorporated employment processes programs policies and benefit that case details of any planned changes would be provided to you by Quantum Surgical Incorporated atan appropriate timeand subject to any necessary legal processes

J&J Medtech Surgeryis currently recruiting for a Customer Service Support Specialist foritsNEUWAVEadvancedmicrowave ablation located inMadison WI. However the position can beremote orlocatedat any of the US Ethicon sites preferably Madison.

The NEUWAVE Microwave Ablation System is designed with the premise that each patient and each lesion is unique. The system has a range of probes with distal energy control multi-probe capabilities and TISSU-LOC Technologyalong with advanced visualization and guidance software enabling interventional radiologists to efficiently tailor ablation zones and confirm margins.

The Customer Service Support Specialist provides exceptional customer service and transactional support to both internal and external customers via phone and email. Primary functions are managing shipping logistics processing incoming product orders and product return requests and handling customer inquiries and problems.

DUTIES & RESPONSIBILITIES

Under limited supervision and in accordance with all applicable federal state and local laws/regulations and company procedures and guidelines this position:

• Process and manage customer orders and returns ensuring accuracy timeliness and compliance.

• Respond to customer inquiries via phone email or chat in a professional and timely manner.

• Communicate order status updates to customers and internal stakeholders.

• Coordinate international shipments ensuring compliance with export regulations and documentation.

• Prepare and review export paperwork (commercial invoices packing lists certificates).

• Liaise with freight forwarders customs brokers and carriers to ensure timely delivery.

• Monitor export schedules and proactively resolve delays or issues.

• Maintain knowledge of global trade compliance requirements and update processes accordingly.

• Track capital equipment in house and in the field.

• Maintain data integrity in ERP systems and resolve discrepancies promptly.

• Assist with inventory checks and backorder management to minimize delays.

• Support compliance with pricing terms and contractual obligations.

• Review and clean up customer & customer case data that in the ERP.

• Investigate and resolve customer complaints ensuring a positive resolution experience.

• Review and clean up customer case data that in the ERP.

• Support compliance with pricing terms and contractual obligations.

• Escalate issues that need evaluation to the quality team.

• Develops and maintains a high degree of knowledge of the entire product portfolio

• Responsible for ensuring personal compliance with all Federal State local and Company regulations policies and procedures

• Performs other duties assigned as needed

KEY JOB RESPONSIBILITIES:

• POLICIES: Know and follow company policies and procedures related to work performed in the area of responsibility

• TRAINING: Complete training in the area of responsibility within the allowed time period.

• SAFETY: Follow all policies and procedures to ensure a safe operating environment.

EXPERIENCE AND EDUCATION

• High school diploma or equivalent

• Associates degree desired

• Previous logistics experience preferred

• Generally requires 2-4 Years of work experience working in the medical device industry preferred

• Experience with ERP system (desired)

• Ability to work a standard work schedule of Monday Friday 8:00 am to 5:00 pm

REQUIRED KNOWLEDGE SKILLS ABILITIES CERTIFICATIONS/LICENSES and AFFILIATIONS

• Coordinate and execute a high volume of diverse assignments effectively handling competing priorities while maintaining a high attention to detail and quality

• Strong customer service skills

• Excellent interpersonal oral and written skills.

• Curious driven to achieve and willing to challenge and ask thoughtful questions

• Excellent verbal and written communication skills including strong grammar skills

• Demonstrated ability to positively manage working relationships

• Ability to work independently with minimal supervision as well as with others

• Ability to operate basic computer software programs Word Excel PowerPoint and Outlook

Johnson & Johnsonisan 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 disability protected veteran status or other characteristics protected by federalstateor local law. We actively seek qualified candidates who areprotected byveterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnsoniscommitted to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to requestaccommodationexternalapplicantsplease contact us via contactAskGSto be directed to your accommodation resource.

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