Customer Support Specialist

Johnson & Johnson

Customer Service Specialist resolving complex customer issues and managing escalations at DePuy Synthes. Partnering cross-functionally to deliver timely outcomes in healthcare.

Posted 7/15/2026full-timeRaynham • Florida, Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $104,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in resolving complex customer service and operational issues while driving process improvements and supporting cross-functional initiatives. Proficient in utilizing analytical skills and ERP systems to enhance service delivery in regulated industries.

Highest-signal resume keywords

Customer Service Issue ResolutionRoot Cause AnalysisERP Systems (SAP)Lean/Six Sigma MethodologiesProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complex Problem SolvingData AnalysisProcess ImprovementOrder-to-Cash ProcessesContract ManagementInventory ManagementDispute ResolutionCompliance Knowledge (CSV, SOX, GxP)Shipping and FulfillmentMaster Data Management

Soft Skills

Analytical ThinkingInterpersonal CommunicationOrganizational SkillsAttention to DetailAbility to Manage Multiple Priorities

Tools & Technologies

Microsoft Office (Excel)CRM PlatformsCase Management Systems

Industry Keywords

HealthcareLife SciencesMedical DeviceRegulated IndustriesOperational Excellence

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Resolve complex customer service issues, escalations, and service recovery needs.
Partner with cross-functional teams to identify root causes and drive timely resolution.
Investigate and resolve billing, pricing, contract, dispute, master data, inventory, shipping, order fulfillment, returns, and allocation issues.
Serve as a subject matter expert on customer service processes, systems, and issue resolution.
Recommend corrective actions and process improvements that reduce customer effort and recurring issues.
Support new product introductions, system implementations, organizational changes, and strategic initiatives.
Use metrics and trends to identify improvement opportunities and measure effectiveness.
Maintain documentation and share best practices with the team.

Requirements

What you’ll need

Bachelor’s degree preferred or equivalent combination of education and relevant experience
Minimum of 5 years of experience in customer service, supply chain, operations, or a related business function
Demonstrated experience resolving complex operational and customer service issues
Strong analytical and critical thinking skills with the ability to synthesize information from multiple sources
Experience conducting root cause analysis and implementing corrective actions
Excellent verbal, written, and interpersonal communication skills
Knowledge of compliance requirements (e.g., CSV, SOX, GxP)
Process-oriented mindset with attention to detail and accuracy
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and project management skills
Proficiency with ERP systems (SAP preferred) and Microsoft Office applications, including Excel
Preferred Experience supporting medical device, healthcare, life sciences, or regulated industries
Knowledge of order-to-cash processes and workflows
Experience working with contract management, pricing, inventory management, transportation, and/or dispute resolution
Experience leading continuous improvement initiatives using Lean, Six Sigma, or other operational excellence methodologies
Experience supporting cross-functional project teams
Knowledge of CRM and case management platforms.

Benefits

Comp & perks

medical
dental
vision
life insurance
short- and long-term disability
business accident insurance
group legal insurance
Company’s consolidated retirement plan (pension)
savings plan (401(k))
Vacation –120 hours per calendar year
Sick time - 40 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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year