Job Description
The Senior Analyst, Customer Support serves as a critical internal liaison between Customer Service and the Field Sales organization. This role is responsible for supporting capital order fulfillment, contract and pricing accuracy, logistics coordination, and operational execution. The position requires exceptional attention to detail, a strong sense of urgency, and the ability to manage time-sensitive processes. This role does not involve direct interaction with Johnson & Johnson customers.
Key Responsibilities
Act as the primary internal point of coordination between Customer Service and Field Sales teams to ensure seamless execution of capital orders
Manage and support end-to-end capital order fulfillment, ensuring orders are processed accurately and on time
Review, validate, and maintain pricing accuracy in accordance with customer contracts and approved pricing agreements
Review and analyze contracts to ensure proper setup, compliance, and execution within internal systems
Perform detailed data entry and system maintenance related to orders, contracts, pricing, and equipment tracking
Send shipment tracking information for all equipment and materials shipped, ensuring internal stakeholders have timely visibility
Manage and distribute expiration notices related to contracts, pricing, or equipment usage as required
Track equipment shipped to the field and follow up on outstanding equipment to ensure timely return
Issue reminder notices and conduct follow-ups regarding equipment returns to support asset recovery and compliance
Identify discrepancies or issues related to orders, pricing, contracts, or equipment and proactively resolve them with a strong sense of urgency
Provide internal order status updates, documentation, and resolution support to Customer Service and Field Sales teams
Ensure adherence to internal policies, procedures, and compliance requirements related to contracts, pricing, and asset management
Identify opportunities for process improvements to enhance accuracy, efficiency, and turnaround time
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Bachelor’s degree or equivalent relevant work experience
Experience in order management, sales operations, customer support operations, or contract administration
Strong attention to detail with the ability to manage high volumes of data and documentation accurately
Demonstrated ability to manage time-sensitive tasks with a strong sense of urgency
Strong organizational and prioritization skills in a fast-paced environment
Proficiency with ERP/order management systems /Microsoft Office (Excel proficiency preferred)
Ability to work effectively in a cross-functional, matrixed organization
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.