Specialist, Customer Support Services

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 MedTech, 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 jnj.com

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.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America

Job Description:

DePuy Synthes is recruiting for a Customer Service Specialist in Raynham MA, West Chester PA, Palm Beach Gardens, FL within the Global Distribution & Customer Logistics organization.

Job Description:

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.

Primary 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.

Qualifications

• 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.

Competencies

The successful candidate will demonstrate:

• Strong customer advocacy with an unwavering commitment to delivering exceptional customer experiences.
• A proactive approach to identifying risks and implementing sustainable solutions.
• Sound business judgment and confidence making decisions within established guidelines.
• The ability to influence without direct authority while building strong cross-functional partnerships.
• Continuous learning and adaptability in a changing business environment.
• Accountability for results while maintaining the highest standards of quality and compliance.
• A collaborative mindset that fosters trust, inclusion, and teamwork.
• A passion for operational excellence, innovation, and continuous improvement.

Key Success Measures

Success in this role will be measured by:

• 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 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.

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management

 

 

The anticipated base pay range for this position is :

$65,000.00 - $117,000.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off 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 period10 days • Volunteer Leave – 32 hours per calendar year • Military Spouse Time-Off – 80 hours per calendar year For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits