Customer Service Manager

• Job title Customer Service Manager
• Function Customer Management
• Sub function Customer Service Operations
• Category Manager, Customer Service Operations (P7)
• Location Prague / Czechia
• Date posted Sep 22 2026
• Requisition number R-101000
• Work pattern Fully Onsite

Description

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Job Description:

DePuy Synthes is recruiting for a Customer Service Manager.

Location:

Prague, Czech Republic

Reports to:

Director, OUS Customer Service

Job Summary

The Customer Service Manager, DePuy Synthes is accountable for leading the centralised Customer Service operation in Prague, supporting EMEA markets and ensuring reliable, compliant and customer-focused delivery across the order-to-cash journey.

The role leads and develops Customer Service supervisors and specialists across order management, customer enquiries, invoice management, returns, credits and debits, consignment and related transactional processes. Working closely with local market Customer Service teams, Commercial, Supply Chain, Finance, Quality and Technology partners, the role ensures effective cross-functional coordination, timely resolution of operational issues and consistent execution across the supported markets.

The Customer Service Manager establishes clear performance expectations, maintains strong operational controls and uses service data to improve productivity, service quality and customer experience. The role also drives process standardisation, continuous improvement and team capability development to create a high-performing and sustainable Customer Service operation.

Key Responsibilities

· Lead the day-to-day operation of the Prague Customer Service team, supporting EMEA markets and ensuring service continuity, effective workload management and timely resolution of customer and business needs.

Provide leadership, coaching and technical direction to Customer Service supervisors and specialists across order management, enquiry handling, invoice management and related order-to-cash processes.

· Establish clear performance expectations and operating routines, using service data and operational insight to manage capacity, quality, productivity, backlogs, risk and customer outcomes.

· Track and govern relevant Customer Service KPIs, including OTIF, fill rate, backorders, returns, rush orders, complaints, case resolution and order cycle time.

· Develop and execute corrective action plans where service performance is outside agreed expectations.

Act as the operational escalation point for complex customer issues, service disruption and cross-functional barriers, ensuring clear ownership and timely resolution.

· Manage interfaces and hand-offs between the central Customer Service team, local markets, warehouse and transport operations, Commercial, Finance, Quality and other cross-functional partners.

· Ensure consistent use of approved CRM, ERP, case-management and reporting systems, reducing reliance on email-based workarounds.

· Drive process simplification, standardisation and continuous improvement to increase operational effectiveness, strengthen controls and improve customer experience.

· Build team capability through structured onboarding, coaching, performance development, succession planning and role-based training.

· Support Customer Service budget planning and manage operating expenses in partnership with Finance and Customer Service leadership.

· Maintain transparent reporting and provide clear performance updates, risks, recommendations and improvement priorities to senior leadership.

· Foster an inclusive, accountable and customer-focused culture that encourages collaboration across countries and functions.

Quality, Compliance and Risk

· Ensure Customer Service activities are performed in accordance with applicable quality, privacy, financial control, anti-corruption and company policy requirements.

· Maintain audit readiness, accurate documentation and effective operational controls.

· Ensure spontaneous adverse events and product complaints are reported through the appropriate processes within required timelines.

· Complete all mandatory training on time and ensure the team meets the same requirement.

Qualifications

Education

· Required: Bachelor’s degree or equivalent qualification in Business, Operations, Supply Chain or a related field.

· Preferred: Master’s degree, MBA or equivalent postgraduate qualification.

Experience and Skills

Required

Relevant progressive experience in Customer Service, order management, Supply Chain operations or a related function, including people-leadership responsibility.

· Proven experience leading a centralised or multi-market Customer Service operation.

· Strong understanding of end-to-end order-to-cash processes, including order management, customer enquiries, invoice management, returns, credits and debits, consignment and complaint hand-offs.

· Demonstrated ability to manage operational performance through KPIs, structured governance, root-cause analysis and corrective action.

· Experience coaching and developing supervisors and specialist teams.

· Strong analytical, problem-solving and decision-making capabilities.

· Excellent communication, influencing and stakeholder-management skills.

· Ability to lead effectively within a cross-functional and matrixed organisation.

Preferred

· Experience in healthcare, medical devices, life sciences or another regulated industry.

· Experience working across multiple European markets, languages or Customer Service models.

· Experience with CRM, ERP, case-management and reporting platforms such as Salesforce, JDE, SAP, Genesys or comparable systems.

· Experience leading process standardisation, shared-services improvement or technology-enabled change.

· Knowledge of Lean, Six Sigma or comparable continuous-improvement methodologies.

Other Requirements

· Language: English required; additional European languages are advantageous.

· Travel: International travel as required.

· Systems: Strong proficiency in Microsoft Office and relevant Customer Service, CRM, ERP and reporting tools.

· Certifications: Lean, Six Sigma, Customer Service, operations or project-management certifications are preferred.

Required Skills:

Preferred Skills:

The anticipated base pay range for this position is:

Benefits:

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.