Customer Service Support Specialist

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

Job Function:

Supply Chain Manufacturing

Job Sub Function:

Manufacturing Product & Packaging Operations

Job Category:

Professional

All Job Posting Locations:

Madison, Wisconsin, United States of America

Job Description:

Customer Service Support Specialist

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/. 

Quantum Surgical Incorporated has entered into an agreement with Johnson & Johnson to acquire the NEUWAVE business. The process is anticipated to be completed in Q1 2026, subject to legal requirements, as may be required, regulatory approvals and other customary conditions and approvals.  Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of Quantum Surgical Incorporated, and your employment would be governed by Quantum Surgical Incorporated employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by Quantum Surgical Incorporated at an appropriate time and subject to any necessary legal processes 

J&J Medtech Surgery, is currently recruiting for a  Customer Service Support Specialist, for its NEUWAVE™advanced microwave ablation platform. NeuWave Medical is located in Madison, WI. However, the position can be remote or located at any of the US Ethicon sites, preferably Madison.

The NEUWAVE™ Microwave Ablation System is designed with the premise that each patient and each lesion is unique. The system has a range of probes with distal energy control, multi-probe capabilities, and TISSU-LOC Technology, along with advanced visualization and guidance software, enabling interventional radiologists to efficiently tailor ablation zones and confirm margins.

The Customer Service Support Specialist, provides exceptional customer service and transactional support to both internal and external customers via phone and email. Primary functions are managing shipping logistics, processing incoming product orders, and product return requests and handling customer inquiries and problems.

DUTIES & RESPONSIBILITIES

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and company procedures and guidelines, this position:

• 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 & customer case data that in the ERP.

• Investigate and resolve customer complaints, ensuring a positive resolution experience.

• Review and clean up customer case data that in the ERP.

• Support compliance with pricing, terms and contractual obligations.

• Escalate issues that need evaluation to the quality team.

• Develops and maintains a high degree of knowledge of the entire product portfolio

• Responsible for ensuring personal compliance with all Federal, State, local, and Company regulations, policies, and procedures

• Performs other duties assigned as needed

KEY JOB 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 AND EDUCATION

• High school diploma or equivalent

• Associates degree desired

• Previous logistics experience preferred

• Generally, requires 2-4 Years of work experience working 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

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.  

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.

Required Skills:

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