Customer Service Representative 2 - Remote Eligible

Technical Customer Service Representative

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.

Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient's lifetime.

Your unique talents will help patients on their journey to wellness.

Duties / Responsibilities:

• Provide outstanding customer support by analyzing, processing and responding to customer needs.
• Process orders and inquiries as needed, inquiries received via telephone, fax, email and JJCC.
• Promote our products through effective customer support and ongoing relationships with customers and internal business partners.
• Advise customers on product availability, lead times and expected delivery dates clearly and proactively. Coordinate with logistics to resolve shipping exceptions and returns.
• Maintain accurate customer and order records; ensure traceability for audits.
• Assist with team initiatives as required. Provide recommendations and alternatives on organizational improvements to facilitate cost reduction and improve business processes.
• Accurately process Rebate Credits
• Assumes additional department responsibilities as designated by lead, Supervisor, or Manager.

Qualifications / Requirements:

Required:

• At least 2 years customer service, order management, or supply chain experience — preferably in medical devices, healthcare, or life sciences.
• Strong proficiency in MS Excel (pivot tables, VLOOKUP/XLOOKUP, basic formulas).
• Experience using ERP and CRM systems (major ERP platforms) and comfortable learning new systems.
• Excellent verbal and written communication skills.
• Strong analytical skills, attention to detail, and ability to prioritize under pressure.
• Customer-focused with a collaborative mindset and strong stakeholder management skills.

Preferred:

• Experience specifically with surgical or vision-care product portfolios.
• Familiarity with allocation planning, demand/supply balancing, or inventory management tools.
• Knowledge of regulatory and quality requirements for medical devices.

Competencies & Soft Skills:

• Problem solving and decision-making — able to make data-driven allocation choices.
• Time management and organization — manages multiple priorities and deadlines.
• Empathy and customer empathy — handles sensitive clinical/customer situations calmly.
• Teamwork and influence — builds consensus across functional teams.

The anticipated base pay range for this position is $45,100.00 - $73,370.00. 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.

This position is overtime eligible. 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 –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Washington - 56 hours per calendar year
• 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
• Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
• Caregiver Leave – 10 days
• Volunteer Leave – 4 days
• Military Spouse Time-Off – 80 hours

Additional information can be found through the link below.