Customer Service Order Entry Analyst Canada

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Toronto Ontario Canada

Job Description:

DePuy Synthes is recruiting for a Customer Services Analyst (Canada) located in Toronto Canada.

Job Overview

The Customer Services Analyst supports DePuy Synthes Supply Chain organization by analyzing customer service operations and ensuring reliable timely and accurate ordertodelivery execution. This role plays a critical part in maintaining strong customer relationships by translating data and insights into actions that improve service levels responsiveness and overall customer experience. The position offers exposure to crossfunctional partners across Supply Chain Sales and Customer Management with opportunities to contribute to continuous improvement initiatives that directly impact patients and customers.

Key Responsibilities

• Analyze customer service and contact center metrics including call volume service levels order status and responsiveness to support operational decisionmaking.

• Monitor inbound service activity and help ensure efficient workload distribution to meet customer and business requirements.

• Support capacity planning forecasting and schedule analysis to align resources with demand.

• Act as a liaison between customers distributors sales and internal Supply Chain partners to resolve order delivery return and service issues.

• Provide timely support for price quotations sales order processing delivery status inquiries returns and repairs.

• Analyze basic performance data and key performance indicators (KPIs) to track progress against customer service objectives.

• Prepare and contribute to customerfacing and internal reports updates and status summaries.

• Support customer communication initiatives that promote a consistent highquality customer experience.

• Collaborate with crossfunctional teams to identify improvement opportunities and support service excellence initiatives.

Qualifications

Education

• Bachelors degree required preferably in Business Supply Chain Operations Analytics or a related field.

Experience and Skills

Required:

• 02 years of relevant work experience in customer service operations supply chain operations or analytical support roles.

• Experience analyzing basic operational or performance data and translating insights into actions.

• Strong customer focus with the ability to manage and resolve servicerelated issues.

Preferred:

• Experience supporting order management contact center operations or supply chain functions.

• Familiarity with KPI tracking reporting and basic forecasting or capacity planning concepts.

• Experience working crossfunctionally with Sales Customer Management or Logistics teams.

• Proficiency with standard business systems (e.g. CRM ERP reporting tools).

• Strong organizational skills and attention to detail in a fastpaced environment.

• Effective communication skills for working with internal teams customers and distributors.

Other

• Language: English required; French proficiency is an asset.

• Certifications: None required.

• Work Authorization: Must be eligible to work in Canada.

For more information on how we support the whole health of our employees throughout their wellness career and life journey please visit.

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 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.

Required Skills:

Preferred Skills:

Analytical Reasoning Business Behavior Customer Centricity Customer Intelligence Customer Service Philosophy Customer Support Operations Customer Support Platforms Customer Support Policies and Procedures Customer Support Trends Data Analysis Execution Focus Issue Escalation Mentorship Order Processing Service Excellence Service Request Management

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1