Specialist, Customer Support Services

Job Overview

The Customer Service Specialist supports the DePuy Synthes Global Distribution & Customer Logistics organization by resolving complex customer and operational issues, managing escalations, and partnering cross‑functionally to deliver timely, customer‑focused outcomes. The role serves as a subject‑matter expert across customer service processes, systems, and issue resolution, identifying root causes, recommending sustainable solutions, and supporting continuous improvement initiatives.

• Resolve complex customer service issues, escalations, and service recovery needs.
• Partner with cross‑functional teams to identify root causes and drive timely resolution.
• Investigate and resolve billing, pricing, contract, dispute, master data, inventory, shipping, order fulfillment, returns, and allocation issues.
• Serve as a subject‑matter expert on customer service processes, systems, and issue resolution.
• Recommend corrective actions and process improvements that reduce customer effort and recurring issues.
• Support new product introductions, system implementations, organizational changes, and strategic initiatives.
• Use metrics and trends to identify improvement opportunities and measure effectiveness.
• Maintain documentation and share best practices with the team.

• Bachelor’s degree preferred or equivalent combination of education and relevant experience.
• Minimum of 5 years of experience in customer service, supply chain, operations, or a related business function.
• Demonstrated experience resolving complex operational and customer service issues.
• Strong analytical and critical thinking skills with the ability to synthesize information from multiple sources.
• Experience conducting root cause analysis and implementing corrective actions.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge of compliance requirements (e.g., CSV, SOX, GxP).
• Process‑oriented mindset with attention to detail and accuracy.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational and project management skills.
• Proficiency with ERP systems (SAP preferred) and Microsoft Office applications, including Excel.
• Preferred experience supporting medical device, healthcare, life sciences, or regulated industries.
• Knowledge of order‑to‑cash processes and workflows.
• Experience working with contract management, pricing, inventory management, transportation, and/or dispute resolution.
• Experience leading continuous improvement initiatives using Lean, Six Sigma, or other operational excellence methodologies.
• Experience supporting cross‑functional project teams.
• Knowledge of CRM and case management platforms.

• Timely resolution of complex customer issues and escalations.
• Improvement in customer satisfaction and service recovery outcomes.
• Reduction of recurring issues through sustainable corrective actions.
• Effectiveness in leading cross‑functional issue resolution efforts.
• Contributions to process improvements, automation, and operational efficiency.
• Achievement of departmental service level agreements (SLAs) and quality objectives.
• Positive partnerships with franchise organizations and internal business stakeholders.
• Successful execution of strategic initiatives that improve the customer and employee experience.

• Base pay range: $65,000.00 – $.
• Medical, dental, vision, life insurance, short‑ and long‑term disability, business accident insurance, and group legal insurance.
• Consolidated retirement plan (pension) and savings plan (401(k)).
• Voluntary benefits: vacation, sick leave, holiday pay (including floating holidays), personal and family time, parental leave, bereavement leave, caregiver leave, volunteer leave, and military spouse time‑off.

Following the planned separation of DePuy Synthes, you will become an employee of DePuy Synthes and your employment will be governed by DePuy Synthes employment processes, programs, policies, and benefit plans.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs.