Customer Services Supervisor (Canada)

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Customer Services Supervisor (Canada)

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Location: Markham Canada

DePuy Synthes is recruiting for a(n) Customer Services Supervisor (Canada) located in Markham Canada.

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 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 Services Supervisor leads daytoday customer service operations supporting DePuy Synthes Canada ensuring timely accurate and compliant ordertodelivery execution. This role supervises a frontline team within Deliver SC&O balances service levels with operational efficiency and partners crossfunctionally to resolve customer issues and continuously improve performance. The role directly impacts customer satisfaction revenue enablement and supply chain reliability.

Key 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 performancemanage customer service associates fostering a strong customer and employeeexperience 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.

Qualifications

Education:

• Bachelors degree required (Business Supply Chain Operations or related field preferred).

Experience and Skills:

Required:

• Required 4-6 years of experience in customer service operations within a regulated fastpaced environment (e.g. healthcare medtech or complex distribution).

• Prior experience leading or supervising frontline teams.

• Strong working knowledge of order management quotations delivery coordination and returns processes.

• Ability to analyze service metrics and translate insights into action.

• Proven customerfocused communication and issueresolution skills.

• Proficiency with ERP/CRM systems and standard office tools.

Preferred:

• Experience supporting Sales and Supply Chain organizations in a medtech or lifesciences setting.

• Exposure to capacity planning forecasting or contactcenter 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.

Other:

• Language: English required; French proficiency preferred.

• Travel: Minimal; occasional domestic travel as needed.

• Certifications: Lean Six Sigma or customer service leadership certifications (preferred).

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