Customer Service OTI Lead (Mexico)

Job Overview

DePuy Synthes is recruiting for a Customer Services Analyst (LATAM) located in Mexico City, Ciudad de Mexico. As part of the planned separation of our Orthopedics business into a standalone company, you will become an employee of DePuy Synthes after the transaction is completed. Your employment will be governed by DePuy Synthes processes, policies, programs, and benefit plans. The role focuses on order management, issue resolution, and collaboration with internal stakeholders to ensure a seamless customer experience.

Key Responsibilities

• Process and manage customer orders in alignment with established procedures and service levels.
• Serve as a primary point of contact for customer inquiries related to orders, deliveries, and product availability.
• Coordinate with supply chain, logistics, and commercial teams to support timely and accurate order fulfillment.
• Monitor and track order status, proactively communicating updates and resolving issues.
• Maintain accurate and complete customer and order data within internal systems.
• Support onboarding of new customers, ensuring proper setup and adherence to processes.
• Assist in identifying trends and recurring issues through basic data analysis.
• Contribute to continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Ensure compliance with company policies, procedures, and the Johnson & Johnson Credo in all interactions.

Qualifications

Education: Bachelor’s degree required (Business Administration, Supply Chain, Logistics, or related field preferred).

Required Experience: 0–2 years of relevant work experience in customer service, supply chain, or operations.

Required Skills:

• Ability to manage multiple priorities in a dynamic and fast‑paced environment.
• Attention to detail and commitment to accuracy in order processing and data management.
• Basic analytical skills with ability to identify trends and support problem‑solving.
• Proficiency in Microsoft Office tools (Excel, Word, Outlook).
• Ability to collaborate effectively with cross‑functional teams.

Preferred Skills:

• Experience supporting LATAM markets or working in a regional/global environment.
• Familiarity with ERP or order management systems (e.g., SAP).
• Understanding of supply chain and logistics processes.
• Strong communication and interpersonal skills with a customer‑focused approach.
• Experience in healthcare, MedTech, or regulated industries.
• Exposure to continuous improvement methodologies (Lean, Six Sigma).
• Experience handling customer onboarding or account set‑up activities.
• Ability to work with reporting tools or dashboards to support decision‑making.

Additional Information

Languages: Spanish and English fluency required; Portuguese is a plus.

Travel: Minimal travel, primarily regional.

Certifications: Not required.

Equal Opportunity Employer

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 under federal, state, or local law. Johnson & Johnson actively seeks 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