Cell Therapy Customer Logistics Lead

Company: Disability Solutions
Location: Horsham
Posted on: September 20, 2023

Job Description:

Janssen Biotech, Inc., a member of Johnson & Johnson's Family of Companies, is recruiting for a Cell Therapy Customer Logistics Lead, based in Horsham, PA. At Janssen, we are creating a future where disease is a thing of the past. We're the Pharmaceutical Companies of Johnson & Johnson, working tirelessly to make that future a reality for patients everywhere by fighting sickness with science, improving access with ingenuity, and healing hopelessness with heart. We focus on areas of medicine where we can make the biggest difference: Cardiovascular, Metabolism, & Retina; Immunology; Infectious Diseases & Vaccines; Neuroscience; Oncology; and Pulmonary Hypertension. As the fastest growing Oncology company, we are focused on transforming care and delivering innovative therapies for patients facing unmet medical needs to help them live longer and better. Our robust portfolio of cutting-edge oral, biologic and cell therapies include novel approaches to predict, prevent, intercept, detect and potentially defeat cancer someday changing the way cancers are treated. Learn more at www.janssen.com. Follow us at @JanssenUS. Job DescriptionAt 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 Lead is a member of this Customer Service team, reporting to the Sr. Manager, CAR-T Order Fulfillment. The Cell Therapy Customer Logistics Lead will supervise a team of Cell Therapy Customer Logistics Specialists who serve as the primary point of contact for a portfolio of certified treatment sites, assisting the sites' staff with CARVYKTI-- orders and logistics. You will be responsible for oversight of your team's portfolio and serve as the primary escalation point for order management issues and escalations. 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, 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 expert for your team's portfolio of 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 with approximately 50% of that time dedicated to direct contact center responsibilities. Detailed responsibilities include (but are not limited to):

• Lead and Manage Cell Therapy Customer Logistics Specialists. Manage day to day activity of the Cell Therapy Customer Logistics Specialists including supervision of staff and assigned tasks and cases.
• Issue Resolution and Escalation Management. 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, you will be the first point of escalation for the Cell Therapy Customer Logistics Specialists.
• Proactive Support. Proactively work with your team to resolve any concerns or issues that are discovered as part of routine order monitoring activities.
• Cross-functional collaboration. While we strive for "one and done" handling of customer requests, given the complex nature of CARVYKTI--, 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) of CARVYKTI--. Identify and action trends to improve the customer experience.
• System expertise and ownership. Identify and prioritize ideas to increase efficiency and effectiveness of Cell Therapy Order Specialist Team and order management systems. Act in Subject Matter Expert (SME) capacity for ordering and telephony technology platforms.
• Master Data. Lead master data management activities and provide approvals for changes as necessary.
• Call Quality Monitoring. Lead call quality monitoring program and provide feedback and coaching to the Cell Therapy Customer Logistics Specialists.
• Project Initiation and Management. Initiates and implements process changes and projects that drive measurable improvements and improve the customer experience. Note: This is not an extensive, comprehensive listing of job functions. May assist with other duties as assigned. About YouYou 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.

Keywords: Disability Solutions, Philadelphia , Cell Therapy Customer Logistics Lead, Professions , Horsham, Pennsylvania