Senior Coordinator, Customer Support Services - Returns & Disputes

At Johnson & Johnson,we believe health is everything.

Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.

We provide an inclusive work environment where each person is considered as an individual.

At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:
Customer Management

Job Sub Function:
Non-Technical Customer Service

Job Category:
Professional

All Job Posting Locations:
Raritan, New Jersey, United States of America

Job Description:

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

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

Learn more at https://www.jnj.com/medtech

Remote work options may be considered on a case-by-case basis and if approved by the Company.

Purpose: The Sr.

Coordinator, Customer Support Services - Returns & Disputes serves as a subject matter expert responsible for managing complex customer service activities related to returns and disputes processes.

This role provides advanced support for customer escalations, coordinates cross-functional issue resolution, identifies process improvements, and ensures adherence to quality and regulatory requirements.

The position partners closely with customers, distribution, transportation, quality, compliance, and commercial teams to deliver exceptional service, maintain operational excellence, and support business objectives through accurate execution, trend analysis, and continuous improvement initiatives.

You will be responsible for:


* Serve as a subject matter expert and escalation resource by supporting associates, providing formal helpline assistance, and leading root-cause investigations to drive timely resolution of customer and operational issues.


* Collaborate with internal stakeholders to investigate, research, and resolve customer discrepancies involving returns, disputes, shipping issues, trade pricing, data integrity, and other complex service matters.


* Recommend and lead continuous improvement initiatives, maintain standard operating procedures and work instructions, and contribute to training and knowledge-sharing efforts across the organization.


* Support leadership by preparing reports, responding to audit and compliance requests, analyzing trends, and identifying opportunities for operational improvements and corrective actions.


* L...