Material Handler and Customer Experience Support 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:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Madison, Wisconsin, United States of America

Job Description:

Material Handler and Customer Experience Support 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/. 

Quantum Surgical Incorporated has entered into an agreement with Johnson & Johnson to acquire the NEUWAVE business. The process is anticipated to be completed in Q1 2026, subject to legal requirements, as may be required, regulatory approvals and other customary conditions and approvals.  Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of Quantum Surgical Incorporated, and your employment would be governed by Quantum Surgical Incorporated employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by Quantum Surgical Incorporated at an appropriate time and subject to any necessary legal processes 

J&J Medtech Surgery, is currently recruiting for a  Material Handler and Customer Experience Support Specialist, for its NEUWAVE™advanced microwave ablation platform. NeuWave Medical is located in Madison.

 The NEUWAVE™ Microwave Ablation System is designed with the premise that each patient and each lesion is unique. The system has a range of probes with distal energy control, multi-probe capabilities, and TISSU-LOC Technology, along with advanced visualization and guidance software, enabling interventional radiologists to efficiently tailor ablation zones and confirm margins. 

The Material Handler and Customer Experience Support Specialist provides exceptional customer service and transactional support to both internal and external customers via phone and email. Primary functions are processing incoming product orders, and product return requests and handling customer inquiries and problems.

DUTIES & RESPONSIBILITIES

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and company procedures and guidelines, this position:

• Package, process and manage customer orders and returns, ensuring accuracy, timeliness, and compliance.

• Respond to customer inquiries via phone, email, or chat in a professional and timely manner.

• Utilize forklift to move and stock inventory in various warehouses

• Maintain data integrity in ERP systems and resolve discrepancies promptly.

• Communicate order status updates to customers and internal stakeholders.

• Assist with inventory checks and backorder management to minimize delays.

• Stock and pick orders for various production areas.

• Investigate and resolve customer complaints, ensuring a positive resolution experience.

• Document all interactions and maintain accurate records.

• Escalate issues that need evaluation to the quality team.

• Understand and follow complaint procedures.

• Develops and maintains a high degree of knowledge of the entire product portfolio

• Communicate business-related issues or opportunities to the next management level

• Responsible for ensuring personal compliance with all Federal, State, local, and Company regulations,