Senior Coordinator – Customer Support Services, Orthopaedics

Johnson & Johnson

. Process specialized and complex orders, coordinating product shipment and delivery with distribution center and transportation teams .

Posted 10/2/2026full-timeUnited StatesSenior💰 $54,000 - $87,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong operational customer service capabilities, including effective communication and collaboration across teams. Proficient in managing complex orders and ensuring compliance with industry regulations while leading continuous improvement initiatives.

Highest-signal resume keywords

Customer Service ExperienceMicrosoft Office ProficiencyCommunication SkillsProblem-Solving SkillsCompliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ProcessingData Integrity ManagementReport AnalysisGMP ComplianceSOX ComplianceDEA ComplianceFDA ComplianceCAPA KnowledgeTraining FacilitationOperational Support

Soft Skills

CollaborationInterpersonal SkillsTime ManagementInfluencing SkillsAdaptability

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft SharePoint

Certifications & Qualifications

Train the Trainer Certification

Industry Keywords

Continuous ImprovementEscalation ManagementReturns ManagementShipping CoordinationQuality Assurance

About the role

Key responsibilities & impact

Process specialized and complex orders, coordinating product shipment and delivery with distribution center and transportation teams
Support team members with customer escalations and lead root-cause analyses
Provide formal helpline support to associates and escalate issues to the Quality and Training team
Collaborate cross-functionally to investigate, research, and resolve escalations
Resolve discrepancies involving data integrity, shipping, returns, disputes, trade pricing, and promotional management
Provide operational customer service and after-hours support coverage
Initiate returned-goods processes and issue call tags
Recommend and lead continuous improvement initiatives
Attend, initiate, and lead internal meetings
Document customer inquiry information accurately and promptly
Maintain records in compliance with GMP, SOX, DEA, FDA, PWC, CAPA, safety, and environmental requirements
Reconcile, validate, enter, and modify specialty orders in compliance with applicable laws and regulations
Maintain and update standard operating procedures and processes
Complete required training and process deviation requests
Participate in or lead preliminary investigations of CSS-generated deviations
Notify appropriate teams about altered shipments, potential fraud, medical events, complaints, and other escalations
Pull, analyze, and maintain daily, weekly, monthly, and annual reports
Identify deviations and trends and support timely resolution
Manage customer and internal business relationships
Perform other assigned duties

Requirements

What you’ll need

A High School diploma or equivalent is preferred
0–2 years of relevant work experience in customer service, training, learning and development, or a related role
Strong communication, collaboration, and interpersonal skills
Strong verbal and written communication skills, with the ability to influence and work effectively with a diverse group of individuals
Ability to manage multiple priorities in a fast-paced environment
Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint
Demonstrated ability to work independently with minimal supervision on complex issues
Strong time management skills and ability to manage multiple competing priorities and deadlines
Ability to successfully complete the “Train the Trainer” Summit course to qualify as a trainer
Ability to provide late-shift coverage and after-hours support as needed

Benefits

Comp & perks

Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; Colorado employees – 48 hours; Washington employees – 56 hours
Holiday pay, including Floating Holidays – 13 days per calendar year
Work, Personal and Family Time – up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Inclusive interview process and disability accommodations