GCS Customer Care Specialist

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com .

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:
Customer Management

Job Sub Function:
Non-Technical Customer Service

Job Category:
Business Enablement/Support

All Job Posting Locations:
Zug, Switzerland

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent to join our MedTech team as a GCS Customer Care Specialist in Zug, Switzerland .

Why this role

This opportunity offers you a broad exposure to customer operations, Supply Chain, Sales and Quality while building strong foundations in customer care within a regulated environment. It provides opportunities to deepen system and process knowledge, contribute to team improvements and grow toward broader customer service responsibilities. This broad cross-functional exposure opens up a variety of career paths across J&J.

Purpose

You will serve as the first-line contact (SPOC) for assigned customers in Switzerland as part of the EMEA Global Customer Solutions - Alpine Cluster (CH/AT). You will manage day-to-day customer service interactions, coordinate with the dedicated Customer Service Hub Team and internal partners, and ensure accurate, timely handling of customer requests. You will own your assigned customer contacts and cases within established processes, contribute to team objectives and maintain high-quality customer and case documentation.

You will be responsible for:

- Collaborating with Sales and internal partners and participating in customer meetings related to end-to-end Supply Chain topics, including the preparation and follow-up of agreed actions.
- Orchestrating day-to-day customer service transactions with the Alpine Cluster Customer Service Hub Team, including orders, returns, credit notes, and billing queries in ERP and CRM systems.
- Acting as the SPOC for assigned customers by coordinating inquiries, managing cases through phone, e-mail, and CRM, setting appropriate priorities, and escalating when required.
- Following up on open cases, keeping customers informed, and ensuring agreed actions are completed within established service levels.
- Working with Sales, Planning, Deliver, Product Management, Finance, and Compliance to resolve standard operational issues.
- Processing complaints, recalls, and regulatory or vigilance notifications in line with established procedures and promptly escalating issues that require specialist or senior review.
- Maintaining accurate case records, work instructions, and routine reports, while submitting improvement suggestions for evaluation by the Alpine Cluster Lead.

Qualifications / Requirements:

- Preferably a completed commercial apprenticeship or bachelor’s degree.
- Fluency in German, English, and French.
- At least 3 years of relevant experience in Customer Service, Sales Support, Supply Chain, or a related operational function; experience in healthcare or another regulated environment is beneficial.
- Experience using CRM and ERP systems such as Salesforce, MSD, JDE, or SAP, together with solid Microsoft Office skills.
- Clear written and verbal communication skills, strong attention to detail, and a service-oriented approach.
- A dependable and collaborative team member with good organizational and problem-solving skills who works effectively within defined responsibilities and seeks guidance when appropriate.
- Ability to manage routine priorities, remain composed during busy periods, follow through on commitments, and adapt to new digital tools, AI solutions, and changing working practices.
- Willingness to travel within Switzerland and support customer visits, combined with a commitment to acting with integrity and keeping the Credo in mind when making decisions.

At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.

Here’s what you can expect:

• Application review: We’ll carefully review your CV to see how your skills and experience align with the role.

• Getting to know you: If there’s a good match, you’ll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.

• Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.

• Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.

Finally, at the end of the process, we’ll invite you to share feedback in a short survey — your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We’re excited to learn more about you and wish you the best of luck in the process!

#RPOEMEA

#LI-Hybrid

Required Skills:

Preferred Skills:
Communication, Customer Centricity, Customer Information Systems, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Execution Focus, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Self-Awareness, Self-Service Tools, Service Request Management