Senior Coordinator, Customer Support Services - Returns & Disputes

About the role

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 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

About the role

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.

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.
• Lead or support investigations of CSS-generated deviations, including documentation, root-cause analysis, stakeholder communication, and coordination of corrective actions to ensure adherence to established procedures and regulatory requirements.
• Identify, evaluate, and promptly escalate potential compliance concerns including altered shipments, fraud, complaints, medical events, and other reportable incidents in accordance with established procedures.
• Manage key customer and business partner relationships while balancing customer expectations, operational requirements, and business objectives.

Additional Responsibilities

• Process specialized and complex orders, returns, disputes, and exception requests while coordinating with distribution, transportation, and cross-functional partners to meet customer requirements and service expectations.
• Initiate and manage returned-goods activities, including call tags, investigations, and coordination with appropriate teams to resolve customer concerns.
• Accurately document customer interactions, maintain required records, and ensure compliance with applicable quality, regulatory, and business requirements, including GMP, SOX, DEA, FDA, CAPA, safety, and environmental standards.
• Reconcile, validate, enter, and modify transactions and customer requests in accordance with company policies and applicable federal, state, and local regulations.
• Provide coverage during established business hours and support after-hours customer service operations as needed.
• Attend, facilitate, and lead meetings, complete required training, and perform additional duties as assigned.

Qualifications / Requirements

• A High School diploma or equivalent.
• A minimum of 2 years of relevant work experience in customer service, training, learning and development, or a related role.
• SAP + Salesforce/Dynamics/Other CRM experience
• Strong verbal and written communication skills.
• Strong collaboration and interpersonal skills with the ability to influence and work effectively with a diverse group of individuals.
• Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently with minimal supervision on complex issues.
• Highly motivated and self-directed, with strong time management skills and a proven ability to manage multiple competing priorities and deadlines while delivering expected or exceeding results.

Additional information

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource. If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent's consent for the background check.

Preferred Skills

The anticipated base pay range for this position is

$56,000.00 - $89,700.00

Additional Description for Pay Transparency

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire, 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 Colorado -48 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

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 period10 days
• Volunteer Leave - 32 hours per calendar year
• Military Spouse Time-Off - 80 hours per calendar year