Analyst, Customer Service Operations

Johnson & Johnson

Bogotá, Distrito Capital, Colombia +1 more Onsite Customer Management

About this role

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:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia, São José dos Campos, São Paulo, Brazil

Job Description:

Job Overview

In this role, the Analyst, Customer Service Operations supports DePuy Synthes’ Supply Chain organization by ensuring timely, accurate, and compliant order‑to‑delivery execution for customers across OUS markets. This position plays a key role in delivering a high‑quality customer experience while supporting inventory visibility, order accuracy, and continuous process improvement. The role offers broad exposure to supply chain operations and cross‑functional collaboration, contributing directly to patient care and business performance.

Key Responsibilities

• Support end‑to‑end customer service operations, including order entry, order validation, delivery coordination, and issue resolution
• Monitor order status and inventory availability to ensure on‑time, in‑full delivery to customers
• Serve as a point of contact for internal stakeholders and customers regarding order status, returns, and service inquiries
• Identify and resolve order discrepancies, delivery issues, and system errors in alignment with established procedures
• Maintain accurate customer and order data within enterprise systems (e.g., ERP or order management tools)
• Support continuous improvement initiatives by analyzing service metrics, trends, and root causes of service issues
• Collaborate with Supply Chain, Logistics, Finance, and Commercial teams to support operational alignment
• Ensure compliance with company policies, quality standards, and applicable regulatory requirements

Qualifications

Education:
• Bachelor’s degree required, preferably in Business Administration, Supply Chain, Logistics, Operations, or a related field

Experience and Skills:

Required:
• 0–2 years of professional experience in customer service, supply chain, logistics, or operations support roles
• Basic understanding of order‑to‑cash or supply chain processes
• Strong attention to detail and ability to manage multiple tasks in a fast‑paced environment
• Proficiency with Microsoft Office tools (Excel, Outlook, Word)
• Ability to work collaboratively in cross‑functional teams
• Commitment to quality, accuracy, and customer satisfaction

Preferred:
• Experience supporting international or OUS markets
• Exposure to ERP or order management systems (e.g., SAP)
• Experience in medical devices, healthcare, or regulated environments
• Basic data analysis or reporting experience
• Demonstrated interest in continuous improvement or process optimization

• Effective written and verbal communication skills

Other:
• Languages: Portuguese required; English proficiency preferred
• Travel: Minimal; occasional domestic travel may be required
• Certifications: None required
• Union: Not applicable

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

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 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 period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

Required Skills:

Preferred Skills: