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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Toronto, Ontario, Canada
Job Description:
DePuy Synthes is recruiting for a Customer Services Analyst (Canada), located in Markham, Ontario.
Job Overview
The Customer Services Analyst supports DePuy Synthes’ Supply Chain organization by analyzing customer service operations and ensuring reliable, timely, and accurate order‑to‑delivery execution. This role plays a critical part in maintaining strong customer relationships by translating data and insights into actions that improve service levels, responsiveness, and overall customer experience. The position offers exposure to cross‑functional partners across Supply Chain, Sales, and Customer Management, with opportunities to contribute to continuous improvement initiatives that directly impact patients and customers.
Key Responsibilities
Analyze customer service and contact center metrics, including call volume, service levels, order status, and responsiveness, to support operational decision‑making.
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.
Provide timely support 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 service objectives.
Prepare and contribute to customer‑facing and internal reports, updates, and status summaries.
Support customer communication initiatives that promote a consistent, high‑quality customer experience.
Collaborate with cross‑functional teams to identify improvement opportunities and support service excellence initiatives.
Qualifications
Education
- Bachelor’s degree required, preferably in Business, Supply Chain, Operations, Analytics, or a related field.
Experience and Skills
Required:
0–2 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 service‑related 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 cross‑functionally with Sales, Customer Management, or Logistics teams.
Proficiency with standard business systems (e.g., CRM, ERP, reporting tools).
Strong organizational skills and attention to detail in a fast‑paced environment.
Effective communication skills for working with internal teams, customers, and distributors.
Other
Language: English required; French proficiency is an asset.
Certifications: None required.
Work Authorization: Must be eligible to work in Canada.
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.
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 plans. In 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 https://www.jnj.com/contact-us/careers, 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 Management
The anticipated base pay range for this position is :
$65,000.00 - $103,500.00
Additional Description for Pay Transparency:
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)).
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