Customer Care Representative

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 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 humanity. Learn more at

Job Function
Customer Management

Job Sub Function
Non-Technical Customer Service

Job Category
Professional

All Job Posting Locations:
Santa Clara, California, United States of America

Job Description
About MedTech
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at

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 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 humanity. Learn more at

This is a remote role available in all states/cities within United States. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.

We are searching for the best talent for Customer Care Representative.

Job Summary/ Description
The Customer Care Representative is responsible for providing outstanding customer service to Ethicon customers for the Monarch robotic platform as well as leadership to the Customer Care team. Duties will include crafting quotations, answering incoming calls, case creation and resolution, issuing return material authorizations, managing order status, customer success management, and other tasks as assigned. This position reports to the Ethicon Global Customer Success Director of Platform Support.

This position can be office based in Santa Clara, CA or fulfilled remotely.

Duties / Responsibilities

• Act as tier one support for inbound phone and email queues for our external and internal customers.
• Perform customer service activities such as order and quote entry into the ERP system, answering status calls, resolving discrepancies, and issuing returns.
• Answer inbound customer calls and log opportunities and key interactions into CRM system.
• Coordinate with manufacturing, shipping, finance, marketing, and sales to ensure we meet 100% of our customer commitments.
• Adhere to all KPIs and metrics in alignment with our departmental goals to measure success.
• Partner with Sales to organize new customer introduction calls, guide the onboarding process, train customers on inventory planning and web portal usage, and conduct follow ups to measure customer success.
• Other related duties as may be assigned

Work Environment

• This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

• This is a full-time position. Days of work are Monday through Friday with occasional evening and weekend work required as job duties demand.
• Working hours are to support to PST office hours
• Work Schedule Flexibility

SECTION 3: QUALIFICATIONS
Required

• High school diploma or equivalent and minimum of four years' experience in a fast paced customer service, call center, or order management role within a high technology manufacturing environment.
• At least 5 years of experience with SalesForce (SFDC) and SAP systems is required.
• At least 5 years of experience with Capital Sales and consumable Quote to Cash process (including