Customer Service Operations

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:

Business Enablement/Support

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

About Johnson & Johnson

At Johnson & Johnson, the world's largest healthcare company, we are united for one purpose: transforming the history of health in humanity.

Diversity, equity, and inclusion are essential to continuing our legacy of innovation and pioneering work that impacts the lives of more than one billion patients and consumers every day. Regardless of race, religion, sexual orientation, belief, or any other characteristic, YOU are welcome in every role across the world's largest healthcare company.

When you join Johnson & Johnson, your next move could be our next breakthrough.

About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

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 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.

We are looking for the best talent for Customer Service Operations.

Position Summary

The Customer Service Operations Representative is responsible for managing surgery and workshop requests accurately and on time, ensuring excellent customer service while complying with Johnson & Johnson quality standards. This role supports customers and internal stakeholders by coordinating order management activities, maintaining strong cross-functional relationships, and providing timely communication to ensure customer satisfaction and operational excellence.

Key Responsibilities

• Manage surgery and workshop requests through approved J&J systems and communication channels.
• Accurately process and validate customer, patient, contract, delivery, and order information.
• Review product availability, confirm orders, and provide alternative solutions when required.
• Coordinate with Supply Chain, 3PL, Sales, Finance, and other internal teams to ensure timely order fulfillment.
• Maintain compliance with J&J quality standards, procedures, checklists, and system documentation requirements.
• Provide proactive customer support, communicate order status and updates, and escalate issues when necessary to ensure customer satisfaction.

Qualifications & Skills

• Strong customer service and communication skills.
• Excellent attention to detail and accuracy in order processing.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Experience working with cross-functional teams and logistics processes.
• Knowledge of SAP, CRM, or order management systems is preferred.
• Commitment to quality, compliance, and customer satisfaction.

Work Schedule & Availability

• This position operates in a 24/7 environment with rotating shifts.
• Employees are required to work Monday through Sunday, according to business needs.
• Team members receive two scheduled days off per week based on the assigned shift rotation.
• Monthly work schedules are planned and communicated during the last week of each month to ensure appropriate staffing and operational coverage.
• Flexibility to work different shifts and schedules is required.

Main Objective

Deliver a high-quality customer experience by ensuring accurate order management, effective communication, compliance with company procedures, and seamless coordination across internal and external stakeholders.

Required Skills:

Preferred Skills:

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management