Specialist, Customer Support Services
About The Position
DePuy Synthes is recruiting for a Customer Service Specialist. Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. 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. This role serves as a subject matter expert across customer service processes, systems, and issue resolution. The Specialist identifies root causes, recommends sustainable solutions, and supports continuous improvement initiatives that enhance service, reduce recurring issues, and improve operational performance.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- 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.
Benefits
- 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))
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- Holiday pay, including Floating Holidays –13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
- Caregiver Leave – 80 hours in a 52-week rolling period10 days
- Volunteer Leave – 32 hours per calendar year
- Military Spouse Time-Off – 80 hours per calendar year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
