Customer Services Supervisor (Canada) (Toronto)

At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Overview The Customer Services Supervisor leads day‑to‑day customer service operations supporting DePuy Synthes Canada, ensuring timely, accurate, and compliant order‑to‑delivery execution. This role supervises a front‑line team within Deliver, SC&O;, balances service levels with operational efficiency, and partners cross‑functionally to resolve customer issues and continuously improve performance. The role directly impacts customer satisfaction, revenue enablement, and supply chain reliability. Key Responsibilities - Supervise daily customer service operations, ensuring high service levels across order processing, quotations, delivery status, returns, and repairs. - Monitor inbound workload and capacity, adjusting resources to meet service targets and business priorities. - Act as an escalation point for complex customer or distributor issues, coordinating with Sales, Logistics, Quality, and Finance to drive resolution. - Coach, develop, and performance‑manage customer service associates, fostering a strong customer‑ and employee‑experience culture. - Track and review operational metrics (e.g., order accuracy, turnaround times, backlog, and service KPIs) and report insights to leadership. - Support demand and capacity planning using call/order volume trends and forecasting inputs. - Ensure compliance with internal policies, quality standards, and applicable regulatory requirements across customer transactions. - Lead or contribute to continuous improvement initiatives that simplify processes, reduce cycle time, and enhance customer satisfaction. Education - Bachelor’s degree required (Business, Supply Chain, Operations, or related field preferred). Experience and Skills - Required - 4-6 years of experience in customer service operations within a regulated, rapid‑paced environment (e.g., healthcare, medtech, or complex distribution). - Prior experience leading or supervising front‑line teams. - Strong working knowledge of order management, quotations, delivery coordination, and returns processes. - Ability to analyze service metrics and translate insights into action. - Proven customer‑focused communication and issue‑resolution skills. - Proficiency with ERP/CRM systems and standard office tools. Experience and Skills - Preferred - Experience supporting Sales and Supply Chain organizations in a medtech or life‑sciences setting. - Exposure to capacity planning, forecasting, or contact‑center operations. - Experience driving continuous improvement or process optimization initiatives. - Familiarity with Canadian distribution, logistics, or regulatory considerations. - Ability to manage multiple priorities while meeting service commitments. Language & Travel - Language: English required; French proficiency preferred. - Travel: Minimal; occasional domestic travel as needed. Certifications - Lean, Six Sigma, or customer service leadership certifications (preferred). Equal Opportunity Statement Johnson & Johnson is an equal opportunity employer. We are committed to inclusion and diversity. Apply on Kit Job: kitjob.ca/job/2po8dk