Analyst, Customer Service Operations

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia, São José dos Campos, São Paulo, Brazil

Job Description:

Job Overview

In this role, the Analyst, Customer Service Operations supports DePuy Synthes’ Supply Chain organization by ensuring   timely ,   accurate , and compliant   order ‑ to ‑ delivery   execution for customers across OUS markets. This position plays a key role in delivering a   high ‑ quality   customer experience while supporting inventory visibility, order accuracy, and continuous process improvement. The role offers broad exposure to supply chain operations and   cross ‑ functional   collaboration, contributing directly to patient care and business performance.

Key Responsibilities

• Support   end ‑ to ‑ end   customer service operations, including order entry, order validation, delivery coordination, and issue resolution

• Monitor order status and inventory availability to ensure   on ‑ time ,   in ‑ full   delivery to customers

• Serve as a point of contact for internal stakeholders and customers regarding order status, returns, and service inquiries

• Identify and resolve order discrepancies, delivery issues, and system errors in alignment with established procedures

• Maintain accurate customer and order data within enterprise systems (e.g., ERP or order management tools)

• Support continuous improvement initiatives by analyzing service metrics, trends, and root causes of service issues

• Collaborate with Supply Chain, Logistics, Finance, and Commercial teams to support operational alignment

• Ensure compliance with company policies, quality standards, and applicable regulatory requirements

Qualifications

Education:

•   Bachelor’s   degree   required , preferably in Business Administration, Supply Chain, Logistics, Operations, or a related field

Experience and Skills:

Required:

• 0–2 years of professional experience in customer service, supply chain, logistics, or operations support roles

• Basic understanding of   order ‑ to ‑ cash   or supply chain processes

• Strong attention to detail and ability to manage multiple tasks in a   fast ‑ paced   environment

• Proficiency with Microsoft Office tools (Excel, Outlook, Word)

• Ability to work collaboratively in   cross ‑ functional   teams

• Commitment to quality, accuracy, and customer satisfaction

Preferred:

• Experience supporting international or OUS markets

• Exposure to ERP or order management systems (e.g., SAP)

• Experience in medical devices, healthcare, or regulated environments

• Basic data analysis or reporting experience

•   Demonstrated   interest in continuous improvement or process optimization

• Effective written and verbal communication skills

Other:

• Languages:   Portuguese   required ; English   proficiency   preferred

• Travel:   Minimal; occasional domestic travel may be required

• Certifications:   None required

• Union:   Not applicable

For more information on how we support the whole health of our employees throughout their wellness,   career   and life journey, please visit   www.careers.jnj.com .

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)).

This position is eligible to participate in the Company’s long-term incentive program.

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

Required Skills:

Preferred Skills: