Customer Service Representative Ontario

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and Med Tech, 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

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Customer Management

Customer Service Operations

Professional

Markham, Ontario, Canada

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting‑edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life.

Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at

This position is based in Markham, Ontario, Canada.

The Customer Service Representative acts as a pivotal, meaningful link between customers and J&J. In a collaborative team setting, the CSR manages all order fulfillment activities, answers incoming calls, investigates claims and issues, and processes returns. They partner with customers and sales colleagues to ensure transactions are completed promptly and in line with policies, while proactively communicating important information. The CSR provides support by analyzing, processing, and responding to inquiries from both customers and the sales team.

This role handles orders and inquiries as needed whether by phone, fax, or email and oversees both inbound and outbound calls.

• Processing all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
• Resolving all customer queries and complaints on orders and invoices with a problem‑solving mindset.
• Support providing alternative recommendations and solutions to improve organizational processes.
• Advise customers on product availability and inventory status.
• Partner with multiple internal e‑departments with an adaptable mindset to enable process improvement.
• Lead investigations to determine root cause of issues and implement systemic corrective actions.
• Analyze order trends, claims, and service metrics to identify opportunities for process, system, or service improvements.
• Partner closely with Sales, Supply Chain, Quality, and Finance to resolve systemic issues impacting customer experience or order fulfilment.
• Maintaining customer account information and related billing paperwork to ensure efficient billing.
• Providing outstanding customer support in your day‑to‑day interactions.
• Adhere to compliance standards including compliance, quality assurance/control, by following Standard Operating Procedures (SOPs).
• Assisting with team initiatives as required.

• Minimum of a high school degree or higher is required.
• Minimum of 2 years customer service experience is required.
• Strong working knowledge of SAP and Microsoft Office (Excel) is required.
• Excellent customer service with clear written and verbal communication; strong planning and…