Senior Customer Service Specialist, Deliver Korea

About the role

DePuy Synthes, part of Johnson & Johnson Medical Devices, is looking for a Senior Customer Service Specialist for Deliver Korea based in Seoul. The role provides solutions to external customers and internal stakeholders on order management, ordering systems and delivery, in line with DCM, SOPs, compliance requirements and Credo principles. It also supports business targets by monitoring key KPIs, analysing data and continuously improving order management processes.

Key responsibilities

• Solve customer problems and collaborate with customers, 3PL, SCM, CD and Finance to resolve inquiries
• Manage order creation (samples, returns, free goods), allocation and FIFO, and ensure critical stock allocations are reflected in SAP in time
• Investigate 3PL delivery service complaints, identify root causes and capture non-conformance reports when needed
• Resolve system errors, maintain an error log, run UAT for order-process changes and improve processes
• Monitor KPIs such as OTIF, perfect order accuracy and late orders, and analyse data to support performance
• Keep DCM and SOPs ready for audit and ensure compliance with applicable requirements
• Train new joiners, manage job manuals and records, and act as subject matter expert for issues, user access and segregation of duties

Required profile

• Bachelor's degree or above
• 5-7+ years of experience in customer service, order management or a related field
• Fluent Korean and English, with strong written and verbal communication
• Preferred: knowledge of supply chain, operations, logistics, quality and compliance

Required skills

• Hands-on experience with SAP order processing/order management modules
• End-to-end knowledge of customer service and order management processes
• Microsoft Office, especially Excel and Word