Sr Coordinator Customer Support Services - Orthopaedics (MedTech)

Location: Hybrid role in Raynham, Massachusetts or Raritan, New Jersey, United States; candidates from any location may apply, but the listed work locations are within the United States.

Salary: $54,000–$87,400 per year

Company

Johnson & Johnson MedTech develops healthcare and orthopaedic solutions, including joint reconstruction, trauma, spine, robotics, and digital surgery technologies.

What you will do

• Process complex customer orders and coordinate product shipment and delivery with distribution and transportation partners.
• Handle customer escalations, discrepancies, returns, disputes, trade pricing, promotional management, and after-hours support.
• Investigate issues, lead root-cause analyses, and collaborate with internal stakeholders to resolve escalations.
• Provide helpline support, document customer inquiries, maintain reports, and support operational service coverage.
• Maintain records, standard operating procedures, and order data in line with GMP, SOX, DEA, FDA, CAPA, safety, and environmental requirements.
• Identify deviations, potential fraud, complaints, medical events, and other regulated escalations while leading continuous improvement initiatives.

Requirements

• 0–2 years of relevant experience in customer service, training, learning and development, or a related role.
• Strong verbal and written communication, collaboration, interpersonal, and prioritization skills.
• Ability to work independently with minimal supervision on complex issues.
• Intermediate proficiency in Microsoft Office, including Excel, Word, PowerPoint, and SharePoint.
• Ability to manage multiple competing priorities and deadlines in a fast-paced environment.
• High School diploma or equivalent preferred.

Culture & Benefits

• Hybrid work arrangement with late-shift and after-hours coverage requirements.
• Retirement pension and 401(k) savings plans.
• Eligibility for the long-term incentive program.
• Vacation, sick time, holidays, parental leave, bereavement leave, caregiver leave, volunteer leave, and military spouse time-off benefits.
• Inclusive equal-opportunity workplace with applicant accommodation support.