Customer 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

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Danvers Massachusetts United States of America

Job Description:

About Cardiovascular

Fueled by innovation at the intersection of biology and technology were developing the next generation of smarter less invasive more personalized treatments.

Are you passionate about improving and expanding the possibilities of Cardiovascular Ready to join a team thats reimagining how we heal Our Cardiovascular team develops leading solutions for heart recovery electrophysiology and stroke. You will join a proud heritage of continually elevating standards of care for stroke heart failure and atrial fibrillation (AFib) patients.

Your unique talents will help patients on their journey to wellness. Learn more at are searching for the best talent for Customer Support Specialist to work hybrid from the Danvers MA facility.

Purpose: The Customer Support Specialist will work directly with Abiomed field teams and hospitals purchasing departments to assist in receiving and processing purchase orders and resolving general customer service inquiries.

Principle Duties and Responsibilities:

Assume ownership of all assigned incoming customer requests via email & through the customer service call queue from initial contact through resolution.

Accurately enter process and confirm customer sales orders.

Verify order information including pricing availability & customer eligibility to ensure accuracy in advance of processing.

Track and follow-up on open purchase orders and customer inquiries as assigned to ensure resolution.

Track and manage orders when availability of products is low and/or backorder.

Process customer return and credit requests as needed.

Partner with finance legal logistics and IT teams to achieve customer outcomes

Investigate and solve complex customer issues. Exercise judgment within company procedures and practices to determine appropriate course of action.

Rotate and cross-train on all customer service tasks within the service center and provide backup support to co-workers.

Responsible for organizing daily work to complete all necessary activities to meet daily SLAs.

Communicate regularly throughout the day via chat/phone with team members to assist and seek assistance on open inquiries. Ability to respond and multi-task in real-time.

Job Qualifications:

High school diploma or equivalent; further education is a plus.

2 years of experience in customer service environments.

Strong verbal and written communication skills.

Strong attention to detail.

Ability to multi-task.

Ability to think critically research multiple systems and provide solutions/resolutions.

Experience in SAP sales force or GHX a plus.

Proficient in MS Office Suite

Johnson & Johnson is an 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 federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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

Required Skills:

Preferred Skills:

Analytical Reasoning Business Behavior Communication Continuous Improvement Customer Centricity Customer Retentions Customer Satisfaction Customer Service Customer Support Operations Customer Support Trends Data Analysis Execution Focus Omni-Channel Support Process Oriented Project Management Self-Service Tools Service Request Management

The anticipated base pay range for this position is :

$65000.00 - $104650.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans employees are eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)).

For additional general information on Company benefits please go to: - position is eligible to participate in the Companys long-term incentive program.



Subject to the terms of their respective policies and date of hire employees are eligible for the following time off benefits:

Vacation 120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado 48 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year

Holiday pay including Floating Holidays 13 days per calendar year

Work Personal and Family Time - up to 40 hours per calendar year

Parental Leave 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave 80 hours in a 52-week rolling period10 days

Volunteer Leave 32 hours per calendar year

Military Spouse Time-Off 80 hours per calendar year