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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Raynham, Massachusetts, United States of America
Job Description:
DePuy Synthes is recruiting for a Supervisor, Specialty in Raynham, MA.
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 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.
Job Overview
The Supervisor, Specialty leads a team responsible for managing complex, high‑touch customer requests and specialty processes that require advanced product, pricing, or contractual knowledge. This role plays a critical part in delivering an exceptional customer experience, supporting revenue protection, and ensuring accurate execution of specialized transactions. The Supervisor partners closely with Sales, Customer Service, Finance, and Supply Chain teams to resolve issues efficiently while driving process consistency and continuous improvement.
Key Responsibilities
Supervise, coach, and develop a team handling specialty customer transactions and escalated requests.
Ensure accurate and timely execution of specialty processes in alignment with policies, procedures, and service level expectations.
Act as an escalation point for complex or non‑standard customer issues requiring advanced analysis or cross‑functional coordination.
Monitor performance metrics and workload trends to ensure operational efficiency and service quality.
Partner with Sales, Finance, Customer Service, and Supply Chain teams to resolve issues and prevent recurrence.
Support documentation, training, and standardization of specialty processes.
Identify and implement continuous improvement opportunities to enhance customer experience and operational effectiveness.
Ensure compliance with internal controls, audit requirements, and company policies.
Qualifications
_Education _
Required: Bachelor’s degree in Business, Operations, Finance, Supply Chain, or a related field.
Preferred: Advanced degree or relevant professional coursework.
_Experience and Skills _
Required:
4–6 years of experience in specialty operations, customer service, order management, or related functions.
Prior experience supervising or leading employees or work teams.
Demonstrated ability to manage complex processes and resolve escalated issues.
Preferred:
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Familiarity with ERP, CRM, or order‑to‑cash systems.
Experience supporting specialty pricing, contracts, or non‑standard customer arrangements.
Experience driving process improvement initiatives.
Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
Strong analytical, problem‑solving, and decision‑making skills.
Effective written and verbal communication skills.
Ability to work collaboratively across functions in a fast‑paced environment.
_Other _
Language: English (required).
Travel: Up to 10%, primarily domestic.
Certifications: Lean, Six Sigma, or operations‑related certifications (preferred).
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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
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Required Skills:
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support
The anticipated base pay range for this position is :
$94,000.00 - $151,800.00
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