Johnson & Johnson is recruiting for a Cell Therapy Customer Logistics Specialist based in Horsham, PA. At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 . For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges. We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong. Janssen Biotech, Inc. is partnering with Legend Biotech USA Inc. to commercialize CARVYKTI™, a chimeric antigen receptor (CAR) T-cell therapy for multiple myeloma, which launched in March 2022. This new treatment paradigm for CAR-T Therapy requires specific skills and creates new resource needs for both the sites and Janssen. At Janssen Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Customer Service team supports the medical professionals and treatment sites who care for cancer patients. We are deeply committed to providing them with an exceptional service experience, so they, in turn, are better positioned to treat the individuals in their care. The Cell Therapy Customer Logistics Specialist is a member of this Customer Service team, reporting to the Cell Therapy Customer Logistics Lead. The Cell Therapy Customer Logistics Specialist will serve as the primary point of contact for a portfolio of certified treatment sites, assisting the sites' staff with CARVYKTI™ orders and logistics. In this capacity, you'll be the face of Janssen Oncology to these sites and will be tasked with upholding the quality of service to which we subscribe. This individual must be service oriented and have the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to customer needs. A successful candidate must have excellent communication and critical thinking skills. This role represents a unique opportunity to own the CARVYKTI™ order placement and delivery process experience. Close partnership with internal (supply chain, medical, finance, trade, IT, and patient services) and external (treatment site, site CAR-T coordinator, apheresis & cell lab team, specialty distributor, and pharmacists) parties will be required. A Day in the Life: Your primary responsibility will be to serve as the ordering and logistics specialist for your assigned treatment sites, assisting them with a sequence of activities to request, manufacture, and deliver the immunotherapy to a patient in need. A secondary responsibility will be to assist new treatment sites with onboarding activities. To best support the sites in this capacity, the team will be set up as a contact center with the operating hours of 8AM to 8PM Monday through Friday. You are expected to work 8.5 hour shifts within operating 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. 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 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. 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 Certification. Assist new treatment sites who wish to offer CARVYKTI™ with on-boarding 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.
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.
- Education: An Associate's degree with at least 2 years of experience, or a Bachelor's degree, is required.
- Work Experience. A minimum of 3 years of work experience in the healthcare industry is required. A mix of experiences across the following areas is preferred:
- Manufacturing / Supply Chain
- Clinical Trial Coordination / Site Management
- Finance / Trade Process Planning
- Customer Service / Customer Call Center
- Academic or Large Treatment Site
- Oncology, CAR-T, or Cell & Gene Therapy Experience
- Communication. Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.
- Collaboration. Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
- Resourcefulness. Skilled in problem solving & using personal knowledge and any other available resources to work through ambiguous situations, resolve problems for customers and ensure their satisfaction.
- Accountability. Demonstrates excellent case management skills. Eager to take ownership, be proactive, and see customer inquiries resolved through to their end.
- Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments and shielding customers from that complexity.
- Travel. This position is based in Horsham, Pennsylvania and may require up to 10% travel to other J&J locations for business meetings.
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .