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Sales Support Analyst in Irvine, CA at Genesys Talent LLC

Date Posted: 3/8/2019

Job Snapshot

Job Description

We have an immediate need for a Customer Support Analyst for a 12 month contract position with Johnson & Johnson in Irvine, CA (92618).  This position offers the possibility of extension and pays up to $34/hour depending on experience.  

SUMMARY OF THE JOBThe Customer Support Analyst will support the customer service analysis and field inventory programs for assigned CSS Companies.  This individual will demonstrate detailed understanding of the business in support of commercial objectives and programing; exhibiting business analysis skills to define, document, and drive efficiencies in business processes and supporting systems.  This individual demonstrates the following behaviors in their role:  functions independently on a day-to-day basis; proactively seeks resolution of problems; assumes leadership roles on teams and projects within and cross departments.  

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Responsible for analysis of customer service and field inventory programs and processes
  • Develops reports and performs analysis to ensure company assets are reported on and accounted for, perform trend analysis as needed
  • Research, troubleshoot and solve problems of broad complexity. Must have the ability to make recommendations while understanding the impact of actions, processes and problems across the department, and organization.
  • Analyze, evaluate and integrate business processes and procedures; apply creative thinking in the use of case management systems and development of business processes; write logical, comprehensive, concise reports and correspondence; communicate effectively orally and in writing to management and team members.
  • Engages in projects to design and deploy new business processes and technology solutions, including requirements, design, testing, and implementation
  • Develops, writes, and updates new and existing standard procedures and work instructions
  • Participates in and contribute to routine Continuous Process Improvement initiatives
  • Partner with multiple cross functional teams to enhance systems and processes
  • Perform monthly and quarterly SOX audit testing, verifying compliance to customer support policies
  • Support onboarding and offboarding for contact center agents, including systems access
  • Support development and delivery of ad hoc reporting requests
  • Partner with inventory management team to process virtual inventory transfers other complex consignment inventory transactions 
  • Support ongoing development and implementation of Commercial deployment strategies
  • Responsible for communicating business related issues or opportunities to next management level
  • Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
  • Performs other duties assigned and can take on additional projects as required. 


REQUIRED EDUCATION/TRAINING and/or EXPERIENCE: 
  • Bachelor’s Degree in Business, Finance, Sales & Marketing, Contracting or related field.
  • 3+ years of progressive experience in Customer Service / Sales Support / Consignment or Inventory Management preferably in the medical device industry or an FDA regulated industry.
  • Prior exposure to various functions of corporate organization highly desired (i.e. Quality, Health Care Compliance, Distribution Services, R&D, Finance, Supply Chain, Operations, and Regulatory).
  • Very strong computer skills and knowledge of various programs such as JDE, SAP or equivalent ERP system, Salesforce.com or equivalent CRM solution is preferred.
  • Advanced experience with MS Office is required.
  • An understanding of healthcare environment is highly preferred.
 REQUIRED KNOWLEDGE, SKILLS, ABILITIES and CERTIFICATIONS/LICENSES: 
  • JDE strongly experience preferred
  • Salesforce.com strongly experience preferred
  • Strong analytical skills
  • Strong Excel, Word experience
  • Strong problem solving skills
  • Knowledge of order management, customer service processes preferred
  • Knowledge of field inventory, consigned inventory management preferred
  • Ability to develop, create, run reports and perform trend analysis as needed
  • Skills in process improvement
  • Skills in drafting/updating SOPs and work instructions, understanding of Document Control and Change Order management
  • Experience writing User Accepted Testing documents preferred