Job Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Raynham, Massachusetts, United States of America

DePuy Synthes is recruiting for a Senior Supervisor, Customer Service 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.

The Senior Supervisor, Customer Service is responsible for leading day-to-day customer service operations in support of DePuy Synthes customers, commercial partners, and internal stakeholders. This role ensures the delivery of an exceptional customer experience through effective team leadership, operational discipline, and adherence to quality and compliance standards.

The candidate will oversee a team responsible for managing customer inquiries, order-related activities, issue resolution, and service recovery, while driving continuous improvement and operational excellence. This position partners closely with cross-functional teams including Supply Chain, Commercial, Quality, Finance, and other key business functions to ensure reliable service delivery and alignment with business priorities.

Key Responsibilities

• Provide leadership, direction, and coaching to a customer service team to ensure high performance, employee engagement, and capability development.

• Oversee daily customer service operations, ensuring timely, accurate, and compliant handling of customer orders, inquiries, complaints, disputes and escalations.

• Monitor and manage key performance indicators, including service levels, case resolution, order accuracy, productivity, quality, and customer satisfaction.

• Drive a culture of continuous improvement by identifying operational trends, root causes, and opportunities to improve service effectiveness and efficiency.

• Partner with cross-functional stakeholders to resolve customer issues, mitigate risks, and support business continuity.

• Ensure adherence to company policies, quality standards, and regulatory/compliance requirements applicable to business operations.

• Support implementation of process improvements, standard work, system enhancements, and change initiatives that strengthen the customer experience.

• Manage complex customer escalations with a sense of urgency, professionalism, and sound judgment.

• Assist with workforce planning, scheduling, workload balancing, and resource allocation to meet service demands.

• Prepare and communicate operational performance updates, insights, and recommendations to leadership.

Qualifications

• Bachelor’s degree required; concentration in Business, Supply Chain, Communications, or a related field preferred.

• A minimum of 5 years of progressive experience in customer service, customer operations, or a related business function.

• Prior leadership or supervisory experience required, including coaching, performance management, and team development.

• Strong knowledge of customer service processes, order management, and issue resolution within a regulated or complex business environment.

• Demonstrated ability to analyze performance data, identify trends, and implement effective operational improvements.

• Excellent communication, collaboration, and stakeholder management skills.

• Proven ability to work effectively across functions and lead within a fast-paced, matrixed organization.

• Strong problem-solving skills, sound judgment, and attention to detail.

• Experience with ERP, CRM, and service management tools preferred.

Preferred Competencies

• Knowledge of MedTech, healthcare, or other regulated industry customer service operations.

• Familiarity with quality systems, compliance expectations, and controlled processes.

• Demonstrated commitment to customer experience, operational excellence, and employee development.

• Ability to lead change and influence cross-functional teams to drive improved outcomes.

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