Customer Service OTI Lead (Mexico)

DePuy Synthes is recruiting for a(n) Customer Services Analyst (LATAM)locatedin Mexico City Ciudad De Mexico.

Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics companyoperatingas DePuy Synthes. The process of the planned separation isanticipatedto be completed within 18 to24 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 isanticipatedthat following conclusion of the transaction you would be an employee of DePuySynthesand 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 atan appropriate timeand subject to any necessary consultation processes.

The Customer Services Analyst (LATAM) supports the delivery of high-quality customer service across the regional supply chain. This role focuses on order management issue resolution and collaboration with internal stakeholders to ensure a seamless customer experience. It offers the opportunity to build strong customer relationships contribute to operational excellence and support continuous improvement initiatives within a fast-paced MedTech environment.

Key Responsibilities:

Process and manage customer orders in alignment with established procedures and service levels
Serve as a primary point of contact for customer inquiries related to orders deliveries and product availability
Coordinate with supply chain logistics and commercial teams to support timely and accurate order fulfillment
Monitor and track order status proactively communicating updates and resolving issues
Maintain accurate and complete customer and order data within internal systems
Support onboarding of new customers ensuring proper setup and adherence to processes
Assist in identifying trends and recurring issues through basic data analysis
Contribute to continuous improvement initiatives to enhance customer satisfaction and operational efficiency
Ensure compliance with company policies procedures and the Johnson & Johnson Credo in all interactions

Qualifications

Education:
Bachelorsdegree(Business Administration Supply Chain Logistics or related field preferred)

Experience and Skills:

Required:
02 years of relevant work experience in customer service supply chain or operations
Ability to manage multiple priorities in a dynamic and fast-paced environment
Attention to detail and commitment to accuracy in order processing and data management
Basic analytical skills with the ability to identify trends and support problem-solving
Proficiency in Microsoft Office tools (Excel Word Outlook)
Ability to collaborate effectively with cross-functional teams

Preferred:
Experience supporting LATAM markets or working in a regional/global environment
Familiarity with ERP or order management systems (e.g. SAP)
Understanding of supply chain andlogisticsprocesses

Strong communicationand interpersonal skills with a customer-focused approach
Experience in healthcare MedTech or regulated industries
Exposure to continuous improvement methodologies (Lean Six Sigma)
Experience handling customer onboarding or account setup activities
Ability to work with reporting tools or dashboards to support decision-making

Other:

Languages:Spanish and English fluency; Portuguese is a plus
Travel:Minimal travelprimarily regional
Certifications:Not

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 ourOrthopaedicsbusiness toestablisha standaloneorthopaedicscompanyoperatingas DePuy Synthes. The process of the planned separation isanticipatedto be completed within 18 to24 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 isanticipatedthat following conclusion of the transaction you would be an employee of DePuySynthesand 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 atan appropriate timeand subject to any necessary consultation processes.

Johnson & Johnsonisan 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 federalstateor local law. We actively seek qualified candidates who areprotectedveterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnsoniscommitted to providing an interview process that isinclusive ofour applicants needs. If you are an individual with a disability and would like to requestan accommodation external applicants please contact us via internal employees contactAskGSto be directed to your accommodation resource.

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