Johnson & Johnson MedTech
Customer Success Associate - Shockwave Medical
Johnson & Johnson MedTech, Santa Clara, California, us, 95053
Customer Success Associate - Shockwave Medical
Base pay range: $64,000.00/yr – $102,000.00/yr
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 https://www.jnj.com.
Position Overview The Customer Success Associate will provide professional, day‑to‑day support and communications with our field sales representatives and clinical specialists, as well as customers, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. In addition to processing trunk stock, consignment, and direct orders, the CSA will play an essential role in order management analytics and value‑added initiatives.
Essential Job Functions
Be the point‑person for a US sales region, owning all the case requests and order needs.
Actively manage Customer Service cases in Salesforce to ensure response times to customers meets and exceeds service level agreement levels.
Significant knowledge of account details such as pricing, delivery methods, and special requirements per contracts, as well as any special quotation discounts is required based on research across multiple systems.
Communicate with Shockwave customers and sales/clinical representatives over phone and email.
Work with the operations team to get products to our customers when they need it.
Process sales orders and work with customers in the event of PO issues or discrepancies.
Enter specialty orders when needed.
Follow detailed controls for shipments by product line and account, such as during new product releases.
Meet all daily/monthly/quarterly shipment and invoicing deadlines.
Provide ordering‑pattern analytics per account on a daily/weekly/monthly basis and review any divergences with sales team and customer.
Investigate electronic order‑upload errors from Electronic Data Interchange (EDI) and Optical Character Recognition (OCR) processing to determine root cause and implement solutions; work with business systems team as needed for system resolution of recurrent errors.
Participate in workflow analysis for new accounts in region and recommend specialized workflow setup as required.
Perform daily sampling of workflow/rule processing of orders for audit purposes.
Requirements
Bachelor’s degree preferred or equivalent experience.
1–3 years of customer success experience, healthcare/biotechnology/medical device preferred.
Working experience with Salesforce or similar platforms.
Working experience with ERP systems such as Oracle, SAP, QAD.
Exceptional oral and written communication skills.
Excellent organizational and task management skills.
Ability to work in a fast‑paced environment while managing multiple priorities.
Operate as a team and/or independently while demonstrating flexibility to changing requirements.
May require prolonged periods of sitting (more than 2 consecutive hours in an 8‑hour day).
Equal Opportunity Statement 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 https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
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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 https://www.jnj.com.
Position Overview The Customer Success Associate will provide professional, day‑to‑day support and communications with our field sales representatives and clinical specialists, as well as customers, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. In addition to processing trunk stock, consignment, and direct orders, the CSA will play an essential role in order management analytics and value‑added initiatives.
Essential Job Functions
Be the point‑person for a US sales region, owning all the case requests and order needs.
Actively manage Customer Service cases in Salesforce to ensure response times to customers meets and exceeds service level agreement levels.
Significant knowledge of account details such as pricing, delivery methods, and special requirements per contracts, as well as any special quotation discounts is required based on research across multiple systems.
Communicate with Shockwave customers and sales/clinical representatives over phone and email.
Work with the operations team to get products to our customers when they need it.
Process sales orders and work with customers in the event of PO issues or discrepancies.
Enter specialty orders when needed.
Follow detailed controls for shipments by product line and account, such as during new product releases.
Meet all daily/monthly/quarterly shipment and invoicing deadlines.
Provide ordering‑pattern analytics per account on a daily/weekly/monthly basis and review any divergences with sales team and customer.
Investigate electronic order‑upload errors from Electronic Data Interchange (EDI) and Optical Character Recognition (OCR) processing to determine root cause and implement solutions; work with business systems team as needed for system resolution of recurrent errors.
Participate in workflow analysis for new accounts in region and recommend specialized workflow setup as required.
Perform daily sampling of workflow/rule processing of orders for audit purposes.
Requirements
Bachelor’s degree preferred or equivalent experience.
1–3 years of customer success experience, healthcare/biotechnology/medical device preferred.
Working experience with Salesforce or similar platforms.
Working experience with ERP systems such as Oracle, SAP, QAD.
Exceptional oral and written communication skills.
Excellent organizational and task management skills.
Ability to work in a fast‑paced environment while managing multiple priorities.
Operate as a team and/or independently while demonstrating flexibility to changing requirements.
May require prolonged periods of sitting (more than 2 consecutive hours in an 8‑hour day).
Equal Opportunity Statement 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 https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
#J-18808-Ljbffr