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The Senior Customer Support Analyst supporting Mentor Worldwide LLC is the liaison between Customer Support and the Mentor Commercial organization in the development, coordination, & execution of Mentor commercial programs to accelerate growth. This individual is responsible for program execution related to customer experience & account management and end-to-end business process review to identify and address opportunities for operational, financial, and technological improvements/efficiencies. Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrating detailed understanding of the business to support commercial objectives, strategy, and current programs and pathways.

DUTIES & RESPONSIBILITIES

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

Customer Support & Customer Experience

• Partner with cross functional stakeholders to define key process and system improvement opportunities utilizing key performance indicators and "voice of customer" data to progress leading-edge standards for Customer Support, Account Management, and overall customer experience.

• Progresses customer-specific initiatives to promote a positive customer service experience, ensuring proposed solutions drive client value, consistency, and growth.

• Creates comprehensive reports to continually analyze and measure departmental status against customer expectations and identify opportunities for continuous improvement.

• Provide and conduct training to contact center and sales partners to drive better customer experience through improved account management process.

• Manage the creation and updates of work instructions, SOPs, and department knowledge base.

• Champions knowledge of applicable HCC, Legal and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.

Digital & Technology

• Ideation, prioritization, and implementation of AI/ML/digital solutions, including solutions related to customer service systems, EDI, GHX, APIs, CRM, and ERP to improve customer experience in all order-to-cash activities.

• Provide subject matter expertise and be a point of contact for handling complex issues and requests related to a variety of business systems.

• Leverage system knowledge and analytical skills to analyze data to develop performance metrics to measure success and identify new opportunities to explore automation.

• Use data to support decision making and to influence stakeholders during project negotiations.

Project Management

• Utilize strong project management and decision-making skills to successfully lead and execute a variety of projects, with a commitment to meeting defined deadlines, budgets, and customer experience & account management goals.

• Deliver end-to-end project support, including requirement gathering, design, testing, implementation, and post-launch support.

• Lead projects to collect "voice of customer" and "voice of employee" feedback to guide project prioritization and to identify future improvement opportunities.

• Ensure required changes are understood and are operational across teams (Customer Support, Sales, IT, etc.). Create mock-ups and prototypes to communicate ideas.

• Establishes a continuous improvement mindset and conduct process optimization / reengineering as required.

• Performs additional duties assigned as required.

Qualifications

EXPERIENCE AND EDUCATION

Required

• Bachelor's degree in business, analytics, Finance, Sales & Marketing, Contracting or related field of study.
• Minimum of four (4) years of relevant work experience in Customer Service / Sales Support preferably in the medical device industry or an FDA regulated industry.
• Very strong computer skills and knowledge of various programs such as JD Edwards, SAP or equivalent ERP system, Salesforce.com or equivalent CRM solution.
• Advanced experience with MS Office is required. Excel skills at advanced level required including dashboard creation, v-lookup, pivot tables, and power query.
• Exposure to digital tools such as MSSQL, Power Automate, Power Apps

Preferred

• Advanced degree

• Inside sales experience

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS

• Strong organizational skills and the ability to manage complexity, while prioritizing and executing on emergent and urgent business needs.
• Project Management experience and ability to meet deadlines and deliverables.
• Work self-sufficiently with minimal direction in a complex team environment.
• Excellent interpersonal and negotiating skills.
• Ability to present detail data in a clear and concise manner.

Location & travel requirements

• Location: Irvine, California.
• Travel: Domestic travel is estimated at less than 10%.

The anticipated base pay range for this position is $76,000 to $121,900

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis.

• Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Company's long-term incentive program.
• Employees are eligible for the following time off benefits:
• Vacation - up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year
• Holiday pay, including Floating Holidays - up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year
• Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.