What are the responsibilities and job description for the Customer Support Analyst (Irvine, CA) - Johnson & Johnson MedTech, Electrophysiology position at Johnson & Johnson?
Johnson & Johnson Med Tech - Electrophysiology, a premier company in the healthcare industry, is seeking a highly skilled Customer Support Analyst to join our team in Irvine, California.
As a key member of the Commercial Operations team, you will have the opportunity to make a significant impact on our business and contribute to our strategic goals.
This position will support the Electrophysiology business and is responsible for customer data management, integrity and maintenance in the JDE and SAP Systems in support of the company sales efforts, territory alignment, order entry and program management. The position will act as the primary liaison with Johnson and Johnson Health Care Systems (JJHCS) with respect to customer data issues, order error reports and customer governance. Individual will demonstrate detailed understanding of the business in support of commercial objectives and programs, exhibiting business analysis skills to define, document, and drive efficiencies in business processes and supporting systems. In addition, this individual will demonstrate the following behaviors in their role: functions independently on a day-to-day basis; proactively seeks resolution of problems; assumes leadership roles on teams and projects within and cross departments.
Key Responsibilities:
Under (e.g. limited supervision, general direction, etc.) and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:
Maintains customer data in the customer management systems. Responsible for company local data set-up, including shipping methods, sales reporting category code maintenance, fee and backorder flags as well as the customer / product eligibility tables.
Responsible for maintaining sales and reporting alignment in JDE System.
This role will work closely with finance to monitor dashboards and resolve order issues between SAP and JDE systems. Will act as subject matter expert for customer support on system issues and upgrade projects.
Deliver elite customer and field support on current BWI program offerings and tool preparation for customer presentations and meetings. This includes but is not limited to the maintenance of databases such as SharePoint for use by field sales associates, posting tools, tracking and updating tools, and pricing matrices for new product offerings.
Implement order management process with Johnson & Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all capital equipment hardware, software, and service, third party equipment, and relevant disposables orders.
Responsible for customer note maintenance in the JDE System.
Responsible for the updates to the list of values in the JDE category code tables.
Meets as needed with field sales associates, sales management, legal department and others as needed to discuss complex order management scenarios / proposals.
Position will provide support to the field sales organization by preparing customer and order history reports.
Supports product and marketing program launches as needed, providing subject matter expertise in the area of system capabilities such as promotions, product eligibility and allocation options.
Responsible for communicating business related issues or opportunities to next management level.
Responsible for following all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition
Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
Performs other duties assigned as needed
