Customer Service Analyst OTI

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Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Mexico City, Mexico

Job Description:

DePuy Synthes is recruiting for a CS OTI (MX), located in Mexico City, Ciudad de Mexico.

The CS OTI (MX) role is a key contributor within the Deliver - oUS Supply Chain organization, supporting the end‑to‑end Order‑to‑Invoice (OTI) process for DePuy Synthes customers.

This position ensures accurate order management, timely fulfillment, and high‑quality customer experience by partnering closely with Supply Chain, Logistics, Finance, and Commercial teams.

The role plays an important part in enabling reliable product delivery that supports patient care and business continuity while driving operational efficiency and compliance across the OTI cycle .

Key Responsibilities


* Manage the end‑to‑end Order‑to‑Invoice (OTI) process, including order entry, validation, fulfillment coordination, billing, and issue resolution.



* Serve as a primary point of contact for internal and external customers regarding order status, delivery timelines, and invoice inquiries.



* Coordinate with Supply Chain, Logistics, and Distribution teams to ensure on‑time and accurate delivery of products.



* Monitor and resolve order, delivery, and invoice discrepancies in accordance with established policies and service level expectations.



* Ensure compliance with company policies, quality standards, and applicable regulatory requirements throughout the OTI process.



* Maintain accurate documentation and system records related to customer orders, shipments, and invoices.



* Identify opportunities for continuous improvement in customer service, order accuracy, and process efficiency, and support implementation of enhancements.



* Collaborate with cross‑functional partners to support business priorities, service recovery, and customer satisfaction initiatives.

Qualifications

Education


* Bachelor's degree in Business Administration, Supply Chain, Logistics, Finance, or a related field (required).



* Additional coursework or certi...