Customer Services Supervisor (Canada)

Johnson & Johnson Innovative Medicine • Markham, ON

3d • Onsite

About The Position

The Customer Services Supervisor leads day‑to‑day customer service operations supporting DePuy Synthes Canada, ensuring timely, accurate, and compliant order‑to‑delivery execution. This role supervises a front‑line team within Deliver, SC&O, balances service levels with operational efficiency, and partners cross‑functionally to resolve customer issues and continuously improve performance. The role directly impacts customer satisfaction, revenue enablement, and supply chain reliability.

Requirements

• Bachelor’s degree required (Business, Supply Chain, Operations, or related field preferred).
• Required 4-6 years of experience in customer service operations within a regulated, fast‑paced environment (e.g., healthcare, medtech, or complex distribution).
• Prior experience leading or supervising front‑line teams.
• Strong working knowledge of order management, quotations, delivery coordination, and returns processes.
• Ability to analyze service metrics and translate insights into action.
• Proven customer‑focused communication and issue‑resolution skills.
• Proficiency with ERP/CRM systems and standard office tools.
• English required; French proficiency preferred.
• Minimal travel; occasional domestic travel as needed.

Nice To Haves

• Experience supporting Sales and Supply Chain organizations in a medtech or life‑sciences setting.
• Exposure to capacity planning, forecasting, or contact‑center operations.
• Experience driving continuous improvement or process optimization initiatives.
• Familiarity with Canadian distribution, logistics, or regulatory considerations.
• Ability to manage multiple priorities while meeting service commitments.
• Lean, Six Sigma, or customer service leadership certifications (preferred).

Responsibilities

• Supervise daily customer service operations, ensuring high service levels across order processing, quotations, delivery status, returns, and repairs.
• Monitor inbound workload and capacity, adjusting resources to meet service targets and business priorities.
• Act as an escalation point for complex customer or distributor issues, coordinating with Sales, Logistics, Quality, and Finance to drive resolution.
• Coach, develop, and performance‑manage customer service associates, fostering a strong customer‑ and employee‑experience culture.
• Track and review operational metrics (e.g., order accuracy, turnaround times, backlog, and service KPIs) and report insights to leadership.
• Support demand and capacity planning using call/order volume trends and forecasting inputs.
• Ensure compliance with internal policies, quality standards, and applicable regulatory requirements across customer transactions.
• Lead or contribute to continuous improvement initiatives that simplify processes, reduce cycle time, and enhance customer satisfaction.

What This Job Offers

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