Customer Service Order-to-Invoice Specialist (Mexico)

About the role

The Customer Service Order-to-Invoice (OTI) Specialist supports the end‑to‑end OTI process for DePuy Synthes customers in Mexico City. The role ensures accurate order management, timely fulfillment and a high‑quality customer experience while partnering with Supply Chain, Logistics, Finance and Commercial teams.

Key responsibilities

• Manage the full OTI cycle, including order entry, validation, fulfillment coordination, billing and issue resolution.
• Serve as the 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 guarantee on‑time, accurate product delivery.
• Monitor and resolve order, delivery and invoice discrepancies according to policies and service‑level expectations.
• Ensure compliance with company policies, quality standards and regulatory requirements throughout the OTI process.
• Maintain accurate documentation and system records for orders, shipments and invoices.
• Identify continuous‑improvement opportunities 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.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, Finance or a related field (required).
• 2–4 years of relevant experience in order management, customer service or supply‑chain operations.
• Additional coursework or certification in Supply Chain, Customer Service or Operations (preferred).

Required skills