Training and Coaching Specialist

Johnson & Johnson

. Serve as a Customer Service subject-matter expert on policies and procedures .

Posted 9/23/2026full-timeUnited StatesJuniorMid-Level💰 $65,000 - $104,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Service policies and procedures, with a strong focus on training development, performance analysis, and process improvement. Proficient in utilizing SAP/SFDC and MS Office applications to enhance operational efficiency and support strategic initiatives.

Highest-signal resume keywords

Customer Service ExpertiseTraining DevelopmentSAP/SFDC ProficiencyProcess ImprovementAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProcess ImprovementTraining DevelopmentPerformance EvaluationSOP DocumentationRisk MitigationCourse DevelopmentLEARN MethodologyTechnical TrainingOperational Training

Soft Skills

Strong CommunicationCollaborationInterpersonal SkillsProblem-SolvingTime Management

Tools & Technologies

SAPSFDCMS OfficeLearning Management SystemsCourse Development Software

Certifications & Qualifications

Association for Talent Development CertificationLean/Six Sigma Certification

Industry Keywords

Customer ServiceTraining and DevelopmentProcess ExcellenceOperational EfficiencyCompliance Standards

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

Serve as a Customer Service subject-matter expert on policies and procedures
Support complex customer order and inquiry issues and conduct troubleshooting
Support business model changes and strategic initiatives
Represent department needs and concerns on applicable projects
Assist with employee helpline phone calls
Communicate franchise information, updates, and employee error notifications
Monitor and respond to Training and Coaching email inquiries and errors
Update SOPs, work instructions, OCP&P, and training manuals
Monitor phone calls and electronic transactions for compliance with Customer Service standards
Document evaluations and employee errors in centralized databases
Lead and facilitate face-to-face, virtual, and computer-based training
Deliver new-hire, coaching/refresher, process/system-change, and continuing-education training
Ensure training rooms and systems meet preparedness standards
Create blended-learning materials and validate content
Ensure completion of SOPs, work instructions, and equivalencies for trainees
Develop post-training surveys and conduct lessons-learned sessions
Identify training needs and develop risk-mitigation action plans
Improve employee and team performance through one-to-one coaching
Analyze performance data, identify training gaps, and recommend targeted solutions
Document coaching sessions and evaluate coaching effectiveness
Review functional data to identify root causes and improvement opportunities
Prepare and publish monthly/quarterly scorecards and dashboards
Lead end-to-end process improvements
Perform non-conformance investigations and generate reports
Maintain controlled process documentation
Provide subject-matter support during audits and investigations
Complete other duties as assigned

Requirements

What you’ll need

Bachelor’s degree required in Business, Operations, Analytics, Supply Chain, or related field
2–4 years of relevant work experience in customer service, training, learning and development, or a related role
Proficiency in SAP/SFDC
Strong analytical and problem-solving skills
Strong communication, collaboration, interpersonal, verbal, written communication, and influencing skills
Ability to manage multiple priorities in a fast-paced environment
Experience delivering soft skills, systems, operational, and technical training
Intermediate proficiency in MS Office applications, including Excel, Word, PowerPoint, and SharePoint
Experience analyzing and interpreting data, providing insights, and action planning
Demonstrated process improvement, efficiency, and best-practice development abilities
Ability to work independently with minimal supervision on complex issues as a subject-matter/technical expert
Experience leading team projects/activities and demonstrating end-to-end thinking
Demonstrated time management skills and ability to handle competing priorities and deadlines
English required
Minimal travel (≤10%), primarily domestic
Experience with course development software and Learning Management Systems highly preferred
Working knowledge of Process Excellence/LEAN methodology and/or certification helpful
Association for Talent Development and Lean/Six Sigma certifications preferred but not required

Benefits

Comp & perks

Hybrid work arrangement
Retirement pension plan
401(k) savings plan
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; Colorado residents – 48 hours; Washington residents – 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 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