Customer Service 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 Med Tech, 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.

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Job Function: Supply Chain Manufacturing

Job Sub Function: Manufacturing Product & Packaging Operations

Job Category: Professional

All Job Posting Locations: Madison, Wisconsin, United States of America

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, regulatory approvals, and other customary conditions. If you accept this position, you will become an employee of Quantum Surgical Incorporated, and your employment will be governed by Quantum Surgical’s processes, policies, and benefit plans.

J&J Medtech Surgery is currently recruiting for a Customer Service Support Specialist for its NEUWAVE™ advanced microwave ablation platform. The position can be remote or located at any of the U.S. Ethicon sites, preferably Madison.

The NEUWAVE™ Microwave Ablation System is designed with the premise that each patient and each lesion is unique. The system includes 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.

As the Customer Service Support Specialist, you will provide exceptional customer service and transactional support to both internal and external customers via phone and email. Primary functions include managing shipping logistics, processing incoming product orders, handling return requests, and resolving customer inquiries and problems.

• 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.
• Communicate order status updates to customers and internal stakeholders.
• Coordinate international shipments, ensuring compliance with export regulations and documentation.
• Prepare and review export paperwork (commercial invoices, packing lists, certificates).
• Liaise with freight forwarders, customs brokers, and carriers to ensure timely delivery.
• Monitor export schedules and proactively resolve delays or issues.
• Maintain knowledge of global trade compliance requirements and update processes accordingly.
• Track capital equipment in house and in the field.
• Maintain data integrity in ERP systems and resolve discrepancies promptly.
• Assist with inventory checks and backorder management to minimize delays.
• Support compliance with pricing, terms, and contractual obligations.
• Investigate and resolve customer complaints, ensuring a positive resolution experience.
• Escalate issues that need evaluation to the quality team.
• Develop and maintain a high degree of knowledge of the entire product portfolio.
• Ensure personal compliance with all Federal, State, local, and Company regulations, policies, and procedures.
• Perform other duties assigned as needed.

• Policies: Know and follow company policies and procedures related to work performed in the area of responsibility.
• Training: Complete training in the area of responsibility within the allowed time period.
• Safety: Follow all policies and procedures to ensure a safe operating environment.

• High school diploma or equivalent.
• Associate’s degree desired.
• Previous logistics experience preferred.
• Generally requires 2–4 years of work experience in the medical device industry preferred.
• Experience with ERP system (desired).
• Ability to work a standard work schedule Monday – Friday 8:00 am to 5:00 pm.