Customer Care Coordinator – TruMatch

  • Company: Johnson & Johnson
  • Location: Warsaw, Indiana
  • Posted: March 02, 2017
  • Reference ID: 1403170214-en-us

DePuy Synthes Companies of Johnson & Johnson is recruiting for a Customer Care Coordinator – TruMatch that will be located in Warsaw, IN.

DePuy Synthes Companies of Johnson & Johnson is the largest, most innovative and comprehensive orthopaedic and neurological business in the world. DePuy Synthes Companies offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials. Building on the legacy and strengths of two great companies, more agile and better equipped to meet the needs of today’s evolving health care environment. With a focus on activating insights to develop innovative, comprehensive solutions, we are inspired to advance patient care in greater ways than either company could accomplish on its own.

The Customer Care Coordinator – TruMatch will be an essential member of the TruMatch Personalized Solutions Design team. He/she will serve as the primary point of contact for TruMatch customers, imaging centers, and sales associates worldwide. This individual will be required to have a high level of dedication to meeting all stakeholders’ requests promptly and accurately in a fast paced setting. Additional responsibilities will include, but not be limited to:


  • Perform coordination and tracking duties on active TruMatch cases.  These duties include, but are not limited to:  Handling case tracking inquiries, partnering with design and manufacturing teams to prioritize cases, generating status reports, and performing transactions in PLMS software to ensure production milestones are achieved
  • Serve as first point of contact on product specific inquiries by utilizing surgical techniques and product brochures.  Become familiar with company web sites available for health care professionals, patients and sales consultants 
  • Educate sales associates and health care professional with TruMatch product offerings and troubleshoot technical challenges in navigating the Surgeon Web Portal  
  • Process new customer registrations and maintain existing customer profiles in Product Lifecycle Management, (PLM) (TeamCenter/Micro-Soft Access)
  • Educate imaging center personnel on TruMatch image protocol and assist with technical questions
  • Serve as liaison between imaging center and DICOM vendor to ensure images are received in proper format
  • Direct collaboration with production designers, development engineers and marketing managers
  • Represent the Customer Care organization on cross-functional project teams designed to improve the TruMatch customer experience    


  • An Associate or Bachelor’s Degree in Marketing, Management, or Organizational Leadership Supervision is preferred
  • Minimum of 4 years’ experience in a customer-facing role is required
  • Ability to take initiative to improve processes and work with limited supervision is required   
  • Strong verbal and written communication skills are required
  • Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions is required
  • Strong interpersonal skills with experience working in team-oriented project groups are required
  • The ability to maintain a schedule of deadlines and tasks, and possess the ability to prioritize effectively is required
  • Experience with Customer Relationship Management (CRM) software and tools is preferred
  • Competency with Excel, Word, Outlook, Access and PowerPoint is required


This position will be based in Warsaw, IN and requires up to 10% travel.


BE VITAL in your career; Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies

Primary Location
United States-Indiana-Warsaw
DePuySynthes Products Inc (6149)
Job Function
Customer Info

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