Supervisor, Dispute Resolution

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Raynham, Massachusetts, United States of America

Job Description:

DePuy Synthes is recruiting for a Supervisor, Dispute Resolution in Raynham, MA.  

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. 

Job Overview 

The Supervisor, Dispute Resolution leads a team responsible for resolving customer billing, pricing, and transactional disputes with accuracy, efficiency, and professionalism. This role plays a key part in protecting revenue, strengthening customer relationships, and improving operational effectiveness by ensuring disputes are resolved promptly and root causes are addressed. The position partners closely with Finance, Customer Service, Sales, and Supply Chain teams to drive first‑time resolution and continuous process improvement. 

 

Key Responsibilities 

• Supervise, coach, and develop a team responsible for resolving customer disputes related to pricing, billing, credits, deductions, and returns. 

• Ensure timely, accurate, and compliant resolution of disputes in accordance with company policies and service level expectations. 

• Review, approve, and escalate complex or high‑risk disputes as appropriate. 

• Monitor dispute trends, aging, and resolution metrics to identify root causes and improvement opportunities. 

• Partner cross‑functionally with Finance, Sales, Customer Service, and Supply Chain to prevent recurring disputes. 

• Support standardization and continuous improvement of dispute resolution processes and controls.