Johnson and Johnson
Job Overview
Position:
Customer Service Support Specialist
Location:
Madison, Wisconsin (remote or any US Ethicon sites, preferably Madison)
Company:
J&J Medtech Surgery (future employer: Quantum Surgical Incorporated following acquisition of the NEUWAVE business by Quantum Surgical Incorporated, anticipated Q1 2026)
Job Function:
Supply Chain Manufacturing
Job Sub Function:
Manufacturing Product & Packaging Operations
Job Category:
Professional
Learn more at
https://www.jnj.com
Duties & Responsibilities
Process and manage customer orders and returns, ensuring accuracy, timeliness, and compliance.
Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
Communicate order status updates to customers and internal stakeholders.
Coordinate international shipments, ensuring compliance with export regulations and documentation.
Prepare and review export paperwork (commercial invoices, packing lists, certificates).
Liaise with freight forwarders, customs brokers, and carriers to ensure timely delivery.
Monitor export schedules and proactively resolve delays or issues.
Maintain knowledge of global trade compliance requirements and update processes accordingly.
Track capital equipment in house and in the field.
Maintain data integrity in ERP systems and resolve discrepancies promptly.
Assist with inventory checks and backorder management to minimize delays.
Support compliance with pricing, terms, and contractual obligations.
Review and clean up customer and customer case data in the ERP.
Investigate and resolve customer complaints, ensuring a positive resolution experience.
Escalate issues that require evaluation to the quality team.
Develop and maintain a high degree of knowledge of the entire product portfolio.
Ensure personal compliance with all Federal, State, local, and Company regulations, policies, and procedures.
Perform other duties assigned as needed.
Key Responsibilities
POLICIES:
Know and follow company policies and procedures related to work performed in the area of responsibility.
TRAINING:
Complete training in the area of responsibility within the allowed time period.
SAFETY:
Follow all policies and procedures to ensure a safe operating environment.
Experience & Education
High school diploma or equivalent.
Associate’s degree desired.
Previous logistics experience preferred.
Generally, requires 2-4 years of work experience in the medical device industry preferred.
Experience with ERP system desired.
Ability to work a standard work schedule of Monday - Friday 8:00 am to 5:00 pm.
Required Knowledge, Skills, Abilities, Certifications, Licenses, and Affiliations
Coordinate and execute a high volume of diverse assignments, effectively handling competing priorities while maintaining a high attention to detail and quality.
Strong customer service skills.
Excellent interpersonal, oral, and written skills.
Curious, driven to achieve, and willing to challenge and ask thoughtful questions.
Excellent verbal and written communication skills, including strong grammar skills.
Demonstrated ability to positively manage working relationships.
Ability to work independently, with minimal supervision, as well as with others.
Ability to operate basic computer software programs – Word, Excel, PowerPoint, and Outlook.
Preferred Skills
Agile Manufacturing
Analytical Reasoning
Brand Research
Business Behavior
Detail‑Oriented
Execution Focus
Good Manufacturing Practices (GMP)
Materials Handling
Package and Labeling Regulations
Package Equipment
Plant Operations
Product Packaging Design
Quality Assurance (QA)
Safety-Oriented
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 by veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Accommodation Statement 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 accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource.
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Customer Service Support Specialist
Location:
Madison, Wisconsin (remote or any US Ethicon sites, preferably Madison)
Company:
J&J Medtech Surgery (future employer: Quantum Surgical Incorporated following acquisition of the NEUWAVE business by Quantum Surgical Incorporated, anticipated Q1 2026)
Job Function:
Supply Chain Manufacturing
Job Sub Function:
Manufacturing Product & Packaging Operations
Job Category:
Professional
Learn more at
https://www.jnj.com
Duties & Responsibilities
Process and manage customer orders and returns, ensuring accuracy, timeliness, and compliance.
Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
Communicate order status updates to customers and internal stakeholders.
Coordinate international shipments, ensuring compliance with export regulations and documentation.
Prepare and review export paperwork (commercial invoices, packing lists, certificates).
Liaise with freight forwarders, customs brokers, and carriers to ensure timely delivery.
Monitor export schedules and proactively resolve delays or issues.
Maintain knowledge of global trade compliance requirements and update processes accordingly.
Track capital equipment in house and in the field.
Maintain data integrity in ERP systems and resolve discrepancies promptly.
Assist with inventory checks and backorder management to minimize delays.
Support compliance with pricing, terms, and contractual obligations.
Review and clean up customer and customer case data in the ERP.
Investigate and resolve customer complaints, ensuring a positive resolution experience.
Escalate issues that require evaluation to the quality team.
Develop and maintain a high degree of knowledge of the entire product portfolio.
Ensure personal compliance with all Federal, State, local, and Company regulations, policies, and procedures.
Perform other duties assigned as needed.
Key Responsibilities
POLICIES:
Know and follow company policies and procedures related to work performed in the area of responsibility.
TRAINING:
Complete training in the area of responsibility within the allowed time period.
SAFETY:
Follow all policies and procedures to ensure a safe operating environment.
Experience & Education
High school diploma or equivalent.
Associate’s degree desired.
Previous logistics experience preferred.
Generally, requires 2-4 years of work experience in the medical device industry preferred.
Experience with ERP system desired.
Ability to work a standard work schedule of Monday - Friday 8:00 am to 5:00 pm.
Required Knowledge, Skills, Abilities, Certifications, Licenses, and Affiliations
Coordinate and execute a high volume of diverse assignments, effectively handling competing priorities while maintaining a high attention to detail and quality.
Strong customer service skills.
Excellent interpersonal, oral, and written skills.
Curious, driven to achieve, and willing to challenge and ask thoughtful questions.
Excellent verbal and written communication skills, including strong grammar skills.
Demonstrated ability to positively manage working relationships.
Ability to work independently, with minimal supervision, as well as with others.
Ability to operate basic computer software programs – Word, Excel, PowerPoint, and Outlook.
Preferred Skills
Agile Manufacturing
Analytical Reasoning
Brand Research
Business Behavior
Detail‑Oriented
Execution Focus
Good Manufacturing Practices (GMP)
Materials Handling
Package and Labeling Regulations
Package Equipment
Plant Operations
Product Packaging Design
Quality Assurance (QA)
Safety-Oriented
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 by veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Accommodation Statement 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 accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource.
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