Customer Service Analyst OTI

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 .

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:

Mexico City, Mexico

Job Description:

DePuy Synthes is recruiting for a CS OTI (MX), located in Mexico City, Ciudad de Mexico.

The CS OTI (MX) role is a key contributor within the Deliver – oUS Supply Chain organization, supporting the end-to-end Order-to-Invoice (OTI) process for DePuy Synthes customers. This position ensures accurate order management, timely fulfillment, and high-quality customer experience by partnering closely with Supply Chain, Logistics, Finance, and Commercial teams. The role plays an important part in enabling reliable product delivery that supports patient care and business continuity while driving operational efficiency and compliance across the OTI cycle .

• Manage the end-to-end Order-to-Invoice (OTI) process, including order entry, validation, fulfillment coordination, billing, and issue resolution.
• Serve as a primary point of contact for internal and external customers regarding order status, delivery timelines, and invoice inquiries.
• Coordinate with Supply Chain, Logistics, and Distribution teams to ensure on-time and accurate delivery of products.
• Monitor and resolve order, delivery, and invoice discrepancies in accordance with established policies and service level expectations.
• Ensure compliance with company policies, quality standards, and applicable regulatory requirements throughout the OTI process.
• Maintain accurate documentation and system records related to customer orders, shipments, and invoices.
• Identify opportunities for continuous improvement in customer service, order accuracy, and process efficiency, and support implementation of enhancements.
• Collaborate with cross-functional partners to support business priorities, service recovery, and customer satisfaction initiatives.

Education

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, Finance, or a related field (required).
• Additional coursework or certification in Supply Chain, Customer Service, or Operations (preferred).

Experience and Skills

Required:

• 2-4 years of relevant experience in customer service, order management, supply chain, or order-to-cash/OTI operations.
• Experience working with ERP or order management systems (e.g., SAP or similar).
• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Proven ability to resolve customer issues and discrepancies using structured problem-solving skills.

Preferred:

• Experience supporting medical device, healthcare, or regulated industry supply chains.
• Knowledge of Order-to-Invoice or Order-to-Cash processes in a shared services or regional delivery model.
• Familiarity with continuous improvement methodologies (Lean, Six Sigma, or similar).
• Experience working in a global or regional operations environment.
• Effective communication and collaboration skills across cross-functional teams.

Other:

• Languages: Spanish (required); English (intermediate to advanced proficiency preferred).
• Travel: Limited; primarily local or regional, as business needs require.
• Certifications: Supply Chain or Customer Service certifications are a plus but not required.

#DepuySynthesCareer

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 th