Job Function: Sales Enablement
Job Sub Function: Customer Success Management
Job Category:Business Enablement/Support
All Job Posting Locations:Horsham, Pennsylvania, United States of America
Job Description:Johnson & Johnson recruiting for a Cell Therapy Customer Logistics Specialist based in Horsham, PA.
About Oncology Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.
Our Oncology team is focused on the elimination of cancer by discovering new pathways and modalities to finding treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.
Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.
Learn more at https://www.jnj.com/innovative-medicine
The Cell Therapy Customer Logistics Specialist (CTOS) is a critical member of the CAR-T Customer Service team, responsible for delivering a seamless, compliant end-to-end therapy experience for treatment sites and patients. As the primary point of contact, CTOS ensures timely order execution, resolves complex issues, and proactively manages risks to support successful patient outcomes.
This position demands a service-oriented mindset, critical thinking, and the ability to drive operational improvements in a dynamic environment. It also offers the opportunity to own the CARVYKTI™ order placement and delivery experience, working closely with partners across supply chain, medical, finance, IT, patient services, treatment sites, and specialty distributors.
A Day in the LifeYou will support assigned treatment sites by managing the end-to-end process of requesting, manufacturing, and delivering therapy. You will also assist with onboarding new sites. The team operates as a contact center from 8:00 AM to 8:00 PM, Monday through Friday, with 8.5-hour shifts within these hours.
Detailed responsibilities include (but are not limited to): - Order and Case Management. You'll be the point person for a select number of treatment sites, fielding and/or responding to inquiries regarding the CARVYKTI™ ordering process and all associated logistics.
- Issue Resolution and Escalation Support. Many order management activities can be handled independently by the treatment site via our online portal. However, if additional assistance is needed to resolve a problem or address a special need, then you serve as their expert order management resource.
- Proactive Order Monitoring and Support. Proactively work with your assigned treatment sites to advise them of any concerns or issues that you discover as part of your routine monitoring of their treatment orders. Help the site resolve any order related problems that may arise.
- Cross-Functional Collaboration. While we strive for "one and done" handling of customer requests, given the complex nature of this product, some queries will require you to coordinate with other parties both inside and outside of the Janssen organization.
- Site Performance Monitoring & Continuous Improvement. Work with internal colleagues to monitor site performance and help find opportunities for operational improvements in the end-to-end order management journey (from enrollment to infusion) for CARVYKTI™.
- Site Onboarding and Certification Support. Assist new treatment sites who wish to offer CARVYKTI™ with onboarding onto the ordering platform, including but not limited to, establishing and maintaining account information for these sites in our order management system, and monitoring certification status.
- Customer Experience and Service Excellence. Act as the face of Janssen Oncology to assigned treatment sites to delivery high-touch, responsive and empathetic service experience. Maintain professionalism and composure in high-pressure situations to build strong and trusted relationships with sites.
Note: This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned.
About You You are empathetic and understanding, and passionate about delivering a great service experience that your customer will remember and want to tell others about. You welcome the challenge of working in a highly visible role where you can meaningfully impact the health and wellbeing of others. You are a motivated self-starter and quick study who approaches assignments with urgency and diligence.
Qualifications - A minimum of a Bachelor's degree is required.
- A minimum of 3+ years of work experience in the healthcare industry is required.
- Preferred experience in: Oncology, CAR-T, or Cell & Gene Therapy Experience, Supply Chain or Manufacturing, Clinical Trial Coordination or Site Management , Customer Service or Customer Call Center, Finance, Trade, or Order Management Processes, and/or Academic or Large Treatment Site
- Strong oral and written communication skills.
- Ability to manage conflict and navigate complex and sensitive situations.
- Ability to work effectively across cross-functional teams and external partners.
- Skilled at navigating ambiguity and resolving complex operational issues.
- Demonstrates strong case management and end-to-end ownership.
- Proactive in driving issues to resolution.
- Able to adapt to changing priorities in a fast-paced, complex environment.
- Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time
- Travel. This position is based in Horsham, Pennsylvania and may require up to 10% travel to other J&J locations for business meetings.
Required Skills: Preferred Skills:Analytical Reasoning, Customer Acquisition Strategy, Customer Centricity, Customer Effort Score, Customer Intelligence, Customer Journey Mapping, Customer Retentions, Customer Satisfaction, Customer Success Management (CSM), Execution Focus, Give Feedback, Leverages Information, Organizational Knowledge, Problem Solving, Sales Enablement, Sales Support, Service Excellence
