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Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Business Enablement/Support
All Job Posting Locations:
Mexico City, Mexico
DePuy Synthes is recruiting for aCS OTI (MX),locatedin Mexico City, Ciudad de Mexico.
The CS OTI (MX) role is a key contributor within the Deliver –oUSSupply Chain organization, supporting theend‑to‑endOrder‑to‑Invoice(OTI) processfor DePuy Synthes customers. This position ensuresaccurateorder management,timelyfulfillment, andhigh‑qualitycustomer experience by partnering closely with Supply Chain, Logistics, Finance, and Commercial teams. The role plays an important part in enabling reliable product delivery that supports patient care and business continuity while driving operational efficiency and compliance across the OTIcycle .
Key Responsibilities
Manage theend‑to‑endOrder‑to‑Invoice(OTI)process, including order entry, validation, fulfillment coordination, billing, and issue resolution.
Serve as a primary point of contact for internal and external customersregardingorder status, delivery timelines, and invoice inquiries.
Coordinate with Supply Chain, Logistics, and Distribution teams to ensureon‑timeandaccuratedelivery of products.
Monitor and resolve order, delivery, and invoice discrepanciesin accordance withestablished policies and service level expectations.
Ensure compliance with company policies, quality standards, and applicable regulatory requirements throughout the OTI process.
Maintainaccuratedocumentation and system records related to customer orders, shipments, and invoices.
Identifyopportunities for continuous improvement in customer service, order accuracy, and process efficiency, and support implementation of enhancements.
Collaborate withcross‑functionalpartners to support business priorities, service recovery, and customer satisfaction initiatives.
Qualifications
Education
Bachelor’s degree in Business Administration, Supply Chain, Logistics, Finance, ora relatedfield (required).
Additionalcoursework or certification in Supply Chain, Customer Service, or Operations (preferred).
Experience and Skills
Required:
2–4 years of relevant experiencein customer service, order management, supply chain, ororder‑to‑cashOTI operations.
Experience working with ERP or order management systems (e.g., SAP or similar).
Strong attention to detail with the ability to manage multiple priorities in afast‑pacedenvironment.
Proven ability to resolve customer issues and discrepancies using structuredproblem‑solvingskills.
Preferred:
Experience supporting medicaldevice, healthcare, or regulated industry supply chains.
Knowledge ofOrder‑to‑InvoiceorOrder‑to‑Cashprocesses in a shared services or regional delivery model.
Familiarity with continuous improvement methodologies (Lean, Six Sigma, or similar).
Experience working in a global or regional operations environment.
Effective communication and collaboration skills acrosscross‑functionalteams.
Other:
Languages:Spanish (required); English (intermediate to advancedproficiencypreferred).
Travel:Limited;primarily local or regional, as business needs require.
Certifications:Supply Chain or Customer Service certifications are a plus but notrequired
For more information on how we support the whole health of our employees throughout their wellness,careerand life journey, please visit www.careers.jnj.com
Johnson & Johnson announced plans to separate ourOrthopaedicsbusiness toestablisha standaloneorthopaedicscompany,operatingas 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 berequired, 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 plans. In 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 federal,stateor 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 https://www.jnj.com/contact-us/careers, internal employees contactAskGSto be directed to your accommodation resource.
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Required Skills:
Preferred Skills:
Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management
At Johnson & Johnson, we believe health is everything. As a focused healthcare company, with expertise in Innovative Medicine and MedTech, we’re empowered to tackle the world’s toughest health challenges, innovate through science and technology, and transform patient care.
All of this is possible because of our people. We’re passionate innovators who put people first, and through our purpose-driven culture and talented workforce, we are stronger than ever.
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