DePuy Synthes Analyst, Order Management

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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 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.

Analyst Order Management

The Customer Service Analyst position is responsible for providing superior customer service to internal stakeholders and external customers in a professional timely and self-directed manner. The key activities include order creation inquiry management and supporting customer and stakeholder relationships.

You will follow procedures and guidelines in support of your day-to-day duties. Strong collaboration adaptability and time-management skills are critical for this role.

Key Responsibilities

This role has direct interaction with our customers - and -stakeholders -. All interactions with our customers are to be handled in a professional helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.

Daily activities include:

• Process and respond to incoming interactions order requests and inquiries from customers across multiple channels (e-mail voice chat or any other channel used) in compliance to department Standard Operating Procedures (SOP) Work instructions (WI) and SOX requirements.

• Responsible for both routine and more complex inquiry/service management to achieve a closed loop resolution process for the customer striving for first interaction resolution.

• Initiate and implement process improvements and projects.

• Adhere to quality control processes and quality guidelines.

• Think and communicate cross-functionally to investigate and resolve exceptions promptly and accurately including any necessary coordination with other departments. Follow-up with customers as required in a self-directed manner.

• Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Services organization in support of exceptional customer experience (e.g. Average Handle time email/interaction quality compliance schedule adherence etc.)

• Remain current with and apply internal and operating companies policies & procedures.

• Engage in ongoing learning opportunities that align with evolving business needs.

• Contribute to and promote collaboration growth and teamwork across the Customer Service area.

• Complete required compliance/assigned training by required due date.

• Identify and raise continuous improvement and automation opportunities.

• Follow the US business calendar for work schedule; Colombian public holidays are considered regular working days.

• Other duties as assigned that are reasonably related to the responsibilities of this role.

Qualifications

• A bachelors degree or equivalent is required.

• Strong English language verbal and written communication skills is required.

• Customer Focus: Demonstrates an understanding of the needs of the organization and customers to ensure customer satisfaction

• Research and problem-solving skills required.

• Ability to execute tactically quickly adapt to situations and address day-to-day operational challenges with minimal supervision.

• Cultural awareness and an ability to work with a multitude of people across multiple markets assigned.

• Knowledge and/or experience with Salesforce - SAP - desired

• Knowledge of Compliance requirements (SOX and Business Controls) is desired.

• Proficiency with Microsoft Word Excel and Power Point required.

• Intermediate Analytics Skills and Digital Mindset required.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin or protected veteran status and will not be discriminated against on the basis of disability.

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