About DePuy Synthes
DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, provides one of the most comprehensive orthopedics portfolios in the world. DePuy Synthes solutions, in specialties including joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine, are designed to advance patient care while delivering clinical and economic value to health care systems worldwide.
Johnson & Johnson announced plans to separate its 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 searching for the best talent for Sr. Customer Service, Deliver Korea to be in Seoul.
Purpose
The Sr. Customer Service Specialist is responsible for providing appropriate solutions to external customers and internal stakeholders regarding order management, ordering systems, and delivery, in accordance with DCM, SOPs, Compliance requirements, and Credo principles. The role also supports the business in achieving its targets by monitoring key KPIs, conducting data analysis as required, and continuously improving order management processes and systems.
You will be responsible for
1. Customer Service & Stakeholder Management
•Develop creative solutions to problems and unexpected situations as they arise.
•Collaborate effectively with key stakeholders, including Customers, 3PL, SCM, CD, and Finance.
•Communicate with key stakeholders to manage and resolve customer inquiries.
•Maintain a strong customer-focused approach when addressing operational issues and service requirements.
2. Order Management
•Manage order creation, including sample, return, free goods, and other order types.
•Manage allocation and FIFO processes.
•For critical stock, ensure allocations requested by CD or SCM are reflected in SAP and related orders in a timely manner.
•Conduct calibration processes to minimize potential supply disruption.
•Manage official supporting documentation for return, sample, and free-goods orders and ensure orders are created in accordance with the designated DOA (Delegation of Authority).
3. Delivery Service Issue Management
•Report customer complaints related to 3PL delivery service issues (DSI) and ensure investigations are conducted in a timely manner.
•Identify root causes and appropriate solutions through the investigation process.
•Ensure an NC report is captured when required for cause analysis.
4. System Management & Process Improvement
•Assess and resolve system-related errors impacting the order process.
•Maintain an error log and take appropriate actions to prevent recurrence.
•Conduct UAT (User Acceptance Testing) for projects or system changes related to the order process.
•Identify opportunities for continuous improvement and optimization of order management processes and systems.
5. KPI Monitoring & Analysis
•Support the monitoring and analysis of key customer service and order management KPIs, including: OTIF@D, Perfect Order (Invoice Accuracy / OS&D), Late Order.
•Conduct data analysis as required to support business performance and service improvement.
6. Audit, SOP & Compliance
•Ensure DCM and SOPs related to the order process are properly controlled, maintained, and readily available for audits.
•Ensure relevant processes and documentation are managed in accordance with applicable compliance requirements.
7. Training & Job Manual Management
•Conduct training sessions for new joiners and stakeholders as required.
•Manage job manuals by account and maintain clear R&R.
•Ensure manuals and relevant documentation are updated promptly when processes or responsibilities change.
8. Records Management
•Develop, update, and provide appropriate training on Record Retention Procedures.
•Ensure documents and records are maintained according to required retention periods, storage security requirements, and proper disposal methods.
•Maintain the master list of retention periods for GxP documents and update it as required.
•Receive and file Document/Record Distribution Lists and Destruction Request Forms.
•Monitor documents and records in accordance with the Enterprise Retention Schedule.
9. Subject Matter Expert (SME)
•Act as an SME for issue handling, user access management, and continuous improvement.
•Raise logs and approve user account maintenance based on users' roles and responsibilities.
•Periodically review excessive access and potential role conflicts to ensure appropriate segregation of duties.
Qualifications / Requirements
Required Qualifications
•Bachelor's degree or above
•5–7+ years of relevant experience in Customer Service, Order Management, or a related field
•Hands-on experience with SAP order processing/order management modules
•Strong knowledge of end-to-end Customer Service and Order Management processes
•Strong understanding of end-to-end supply chain processes and demonstrated problem-solving skills
•Experience in driving order process improvement and system optimization
•Fluency in both Korean and English, including strong written and verbal communication skills
•Strong customer-focused mindset and communication skills
•Proficiency in Microsoft Office, particularly Excel and Word
Preferred Qualifications
•Knowledge of supply chain, operations, logistics, quality, and compliance is highly preferred.
•Experience leveraging new technologies, benchmarking best practices, and identifying opportunities for process automation or systemic improvement
•Ability to exercise sound judgment and drive change in a continuously evolving regulatory environment
Legal Entity
DePuy Synthes
Job Type
Regular
Application Documents
Free-form resume AND cover letter is required (in Korean or English).
Application Deadline
Until the position is filled.
Notes
•Preference will be given to individuals subject to national veterans' benefits and persons with disabilities upon submission of relevant documents as per applicable laws.
•Only candidates who pass the resume screening will be notified individually. However, notifications may be delayed due to company circumstances.
•If any false information is found in the application documents, the hiring may be canceled even after the offer is confirmed, and future applications may be restricted.
•Submitted documents will not be returned and will be deleted upon request.
Preferred Skills: AI Judgement Integration, Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette
