Senior Supervisor, Customer Service

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Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Raynham, Massachusetts, United States of America

Job Description:

DePuy Synthes is recruiting for a Senior Supervisor, Customer Service 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 Senior Supervisor, Customer Service is responsible for leading day-to-day customer service operations in support of DePuy Synthes customers, commercial partners, and internal stakeholders. This role ensures the delivery of an exceptional customer experience through effective team leadership, operational discipline, and adherence to quality and compliance standards.

The candidate will oversee a team responsible for managing customer inquiries, order-related activities, issue resolution, and service recovery, while driving continuous improvement and operational excellence. This position partners closely with cross-functional teams including Supply Chain, Commercial, Quality, Finance, and other key business functions to ensure reliable service delivery and alignment with business priorities.

Key Responsibilities

• Provide leadership, direction, and coaching to a customer service team to ensure high performance, employee engagement, and capability development.

• Oversee daily customer service operations, ensuring timely, accurate, and compliant handling of customer orders, inquiries, complaints, disputes and escalations.

• Monitor and manage key performance indicators, including service levels, case resolution, order accuracy, productivity, quality, and customer satisfaction.

• Drive a culture of continuous improvement by identifying operational trends, root causes, and opportunities to improve service effectiveness and efficiency.

• Partner with cross-functional stakeholders to resolve customer issues, mitigate risks, and support business continuity.

• Ensure adherence to company policies, quality standards, and regulatory/compliance requirements applicable to business operations.

• Support implementation of process improvements, standard work, system enhancements, and change initiatives that strengthen the customer experience.

• Manage complex customer escalations with a sense of urgency, professionalism, and sound judgment.

• Assist with workforce planning, scheduling, workload balancing, and resource allocation to meet service demands.

• Prepare and communicate operational performance updates, insights, and recommendations to leadership.

 

Qualifications

• Bachelor’s degree required; concentration in Business, Supply Chain, Communications, or a related field preferred.

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