Customer Services Analyst (Canada)
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Monthly Salary:
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Job Summary
At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at
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 ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Toronto Ontario CanadaJob Description:
DePuy Synthes is recruiting for aCustomer Services Analyst (Canada)locatedin Markham Ontario.
Job Overview
The Customer Services Analyst supports DePuy Synthes Supply Chain organization by analyzing customer service operations and ensuring reliabletimely andaccurateordertodelivery execution. This role plays a critical part inmaintainingstrong customer relationships by translating data and insights into actions that improve service levels responsiveness and overall customer experience. The position offers exposure to crossfunctional partners across Supply Chain Sales and Customer Management with opportunities to contribute to continuous improvement initiatives that directlyimpactpatients and customers.
Key Responsibilities
Analyze customer service and contact center metrics including call volume service levels order status and responsiveness to support operational decisionmaking.
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.
Providetimelysupport 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 serviceobjectives.
Prepare and contribute to customerfacing and internal reports updates and status summaries.
Support customer communication initiatives that promotea consistent highquality customer experience.
Collaborate with crossfunctional teams toidentifyimprovement opportunities and support service excellence initiatives.
Qualifications
Education
Bachelors degree preferably in Business Supply Chain Operations Analytics ora relatedfield.
Experience and Skills
Required:
02 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 servicerelated issues.
Preferred:
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 crossfunctionally with Sales Customer Management or Logistics teams.
Proficiencywith standard business systems (e.g. CRM ERP reporting tools).
Strong organizational skills and attention to detail in a fastpaced environment.
Effective communication skills for working with internal teams customers and distributors.
Other
Language:English; Frenchproficiencyis an asset.
Certifications:None.
Work Authorization:Must be eligible to work in Canada.
For more information on how we support the whole health of our employees throughout their wellnesscareerand life journey please visit.
Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics 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 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.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.
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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 ManagementThe anticipated base pay range for this position is :
$65000.00 - $103500.00Additional Description for Pay Transparency:
Subject to the terms of their respective plans employees are eligible to participate in the Companys 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: - Experience:
IC
About Company
About Johnson & Johnson A t Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities and forward progress. That’s why for more than 130 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s larges ... View more
