Customer Service Analyst OTI

8304-JOHNSON & JOHNSON MEDICAL MEXICO. Legal Entity; Ciudad de México; On-site; MXN 360,000 - 540,000; Full time

Job summary

DePuy Synthes, part of Johnson & Johnson, seeks a CS OTI (MX) professional in Mexico City to support end‑to‑end Order‑to‑Invoice processes and ensure accurate order management and timely fulfillment. You will partner with Supply Chain, Logistics, Finance, and Commercial teams to deliver high‑quality customer experiences while maintaining compliance and process efficiency.

The role emphasizes cross‑functional collaboration, problem‑solving, and continuous improvement in a regulated healthcare

Qualifications

• 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).
• 2–4 years of relevant experience in customer service, order management, supply chain, or order‑to‑cash/OTI operations.

Responsibilities

• 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.

Skills

Order management

Customer service

Attention to detail

Education

Bachelor’s degree in Business Administration, Supply Chain, Logistics, Finance, or related field

Tools

SAP

Job description

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 .

Key Responsibilities

• 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.

Qualifications

• 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.

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 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 plans. In 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.

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 by federal, state or local law. We actively seek 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, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

#LI-Hybrid #DePuySynthesCareers

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 https://www.jnj.com/. Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you. Do Not Sell or Share My Personal Information Limit the Use of My Personal Information