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J&J Family of Companies Customer Service Compliance and Documentation Specialist in Jacksonville, Florida

Customer Service Compliance and Documentation Specialist - 2406199375W


Johnson & Johnson Vision, a member of the Johnson & Johnson Family of Companies, is currently recruiting a Customer Service Compliance and Documentation Specialist located in Jacksonville, FL.

This position is a J&J Flex Model and currently, fully remote.

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 https://www.jnj.com/ .

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.

At Johnson & Johnson Vision, we have a bold ambition: to change the trajectory of eye health. That’s why, through our operating companies, we’ve developed solutions for every stage of life—to help people see better, connect better and live better. We partner with eye care professionals to provide some of the world’s leading products and technologies to address refractive error, cataracts, dry eye, and beyond. We are committed to using our reach and size for good, and strive to put quality eye care within reach of everyone, everywhere. Visit us at www.jjvision.com . Follow @JNJVision on Twitter and Johnson & Johnson Vision on LinkedIn.

Johnson & Johnson Deliver Group is part of Johnson & Johnson’s Global Supply Chain organization supporting operations across all of the Johnson & Johnson Family of Companies. Deliver strives to deliver an exceptional customer experience through leading critical customer-facing-functions such as customer service, distribution and transportation. In addition, Deliver oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. It supports all three sectors of Johnson & Johnson: Medical Devices (including Vision), Pharmaceutical, and Consumer Products. Located in every region of the world where Johnson & Johnson operates, Deliver is a critical component of our supply chain, working collaboratively to ensure that quality, safety and the experience of our customers is our top priority.

Key Responsibilities:

  • Coordinates audit responsibilities including primary contact with internal and external auditors to fulfill audit inquiries, documentation, reporting and subject matter expert support.

  • Creates and maintains all Customer Service standard operating procedures and forms to meet audit standards and documentation requirements.

  • Communicates and collaborates with various end to end business partners (ie. Distribution, SOX Compliance, Quality Compliance and Finance) to ensure audit readiness.

  • Maintains current ComplianceWire curricula training matrix by position. Ensure all ComplianceWire trainings meet completion targets. Provide related training records for monthly business reviews.

  • Review and verify Customer Master reporting (ie. New Accounts, Account Changes, Address Overrides, Purchase Plans) to meet SOX compliance standards.

  • Creates and maintains accurate and current information on Customer Service Knowledge Network.

  • Provides communications to Customer Service department regarding changes to our products and process/procedures.

  • Back-up reviewer of credit/debit memo customer complaints and release of credit/debit memos. Troubleshoot and resolve incomplete billing documents to accounts.

  • Drives process improvements and operational efficiencies.

  • Monitor activities for compliance to business procedures and workflows. Adhere to environmental policy/procedures and support department environmental objectives.


  • Minimum of a Bachelor’s degree or equivalent experience is required.

  • 2-4 years Customer Service/call center operations experience

  • Strong interpersonal, collaboration, customer service and oral/written communication skills

  • Demonstrated ability to partner with all levels of management in a cross-functional team environment. Demonstrated analytical, problem-solving, and organizational skills

  • Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook)


  • Compliance, audit and documentation experience preferred

  • Working knowledge of Financial controls and SOX experience preferred

  • Proficiency in SAP or other ERP systems preferred


  • Requires flexibility to work Monday-Friday between the hours of 8:00AM and 5:00PM, with after-hours and weekends, as needed

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work

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 .

Primary Location NA-US-Florida-Jacksonville

Organization Johnson & Johnson Vision Care, Inc. (6094)

Job Function Quality Systems

Req ID: 2406199375W