Customer Services Analyst (Canada)

Johnson & Johnson Innovative Medicine • Toronto, ON

18h • CA$65,000 - CA$103,500 • Hybrid

About The Position

The Customer Services Analyst supports DePuy Synthes’ Supply Chain organization by analyzing customer service operations and ensuring reliable, timely, and accurate order‑to‑delivery execution. This role plays a critical part in maintaining strong customer relationships by translating data and insights into actions that improve service levels, responsiveness, and overall customer experience. The position offers exposure to cross‑functional partners across Supply Chain, Sales, and Customer Management, with opportunities to contribute to continuous improvement initiatives that directly impact patients and customers.

Requirements

• Bachelor’s degree required, preferably in Business, Supply Chain, Operations, Analytics, or a related field.
• 0–2 years of relevant work experience in customer service operations, supply chain, operations, or analytical support roles.
• Experience analyzing basic operational or performance data and translating insights into actions.
• Strong customer focus with the ability to manage and resolve service‑related issues.
• English required; French proficiency is an asset.
• Must be eligible to work in Canada.

Nice To Haves

• Experience supporting order management, contact center operations, or supply chain functions.
• Familiarity with KPI tracking, reporting, and basic forecasting or capacity planning concepts.
• Experience working cross‑functionally with Sales, Customer Management, or Logistics teams.
• Proficiency with standard business systems (e.g., CRM, ERP, reporting tools).
• Strong organizational skills and attention to detail in a fast‑paced environment.
• Effective communication skills for working with internal teams, customers, and distributors.

Responsibilities

• Analyze customer service and contact center metrics, including call volume, service levels, order status, and responsiveness, to support operational decision‑making.
• Monitor inbound service activity and help ensure efficient workload distribution to meet customer and business requirements.
• Support capacity planning, forecasting, and schedule analysis to align resources with demand.
• Act as a liaison between customers, distributors, sales, and internal Supply Chain partners to resolve order, delivery, return, and service issues.
• Provide timely support for price quotations, sales order processing, delivery status inquiries, returns, and repairs.
• Analyze basic performance data and key performance indicators (KPIs) to track progress against customer service objectives.
• Prepare and contribute to customer‑facing and internal reports, updates, and status summaries.
• Support customer communication initiatives that promote a consistent, high‑quality customer experience.
• Collaborate with cross‑functional teams to identify improvement opportunities and support service excellence initiatives.

Benefits

• 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 period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level