【Shockwave】Customer Success 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:
Sales Enablement

Job Sub Function:
Customer Success Management

Job Category:
Business Enablement/Support

All Job Posting Locations:
Chuo-ku, Tokyo, Japan

Job Description:

Position Overview

The Customer Service Specialist will ensure consistency for indirect Customer Service processes and procedures around areas such as clinical study device shipment, new sales hires, Salesforce case monitoring, continual improvement projects, order system error handling, and reporting to support the success of the field sales force.

The Customer Success Specialist handles many complex inbound and outbound inquiries related to the success of our business and our customers’ experiences.

Essential Job Functions


* Fluent verbal and written communication skills (speaks/writes/reads English & Japanese language fluently) to support Shockwave customer service providers, customers and sales/clinical representatives over phone and email


* Communicate with Shockwave customers and sales/clinical representatives over phone and email.


* Maintain and improve customer service experiences for Japanese and International customers.


* Ensure successful processing of sales orders through the Japan third-party logistics group and work with customers in the event of issues or discrepancies


* Handle various order types, including but not limited to evaluations, consignments, warranty/complaints, and Free of Charge (FOC) orders, ensuring they are processed by the third-party customer service group and following up to confirm correct shipment.


* Deliver accurate and timely sales data reports to the organization on a daily, weekly, and monthly cadence.


* Maintain complete and accurate customer data across systems while collaborating with the US team to establish new accounts and ensure accurate translation into English and Japanese.


* Act as a back-up for the Customer Success Manager to assist with overseeing the 3rd party customer service team, providing guidance, coaching and training as needed


* Monitor order system errors in Salesforce and Oracle, as well as integrations, and provide quick resolution to ensure uninterrupted order flow daily.


* Develop/participate in continuous improvement projects to support appropriate automation and upkeep of processes and systems.


* Work cross-functionally with the clinical, sales, marketing, field inventory and operations teams as needed o...