Mgr NT Cust Serv

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

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Job Description:

The Customer Service Lead MedTech Spain is responsible for coordinating daytoday customer service activities and ensuring highquality support to internal and external stakeholders. This role focuses on delivering an exceptional customer experience through operational excellence in OrdertoCash processes and ensuring the effective execution of a newly designed Customer Service operating model.

The position requires strong organizational skills the ability to manage change in a dynamic environment and a handson approach to process execution and continuous improvement. The role collaborates closely with Commercial Supply Chain and other support teams to ensure consistent service performance across two distinct business segments.

Key Responsibilities

Operational Execution & Customer Care

• Oversee daily Customer Service activities including order entry order followup returns coordination complaint handling and issue resolution.

• Ensure all cases are managed accurately on time and in full compliance with SOPs HCC guidelines regulatory requirements and J&J Credo values.

• Ensure a positive and consistent customer experience through timely communication and efficient problem-solving.

• Monitor performance KPIs and ensure adherence to defined service levels.

Process Implementation & Transformation

• Support the execution of the new Customer Service organizational template ensuring smooth deployment across teams and processes.

• Assist in the separation and alignment of processes for two distinct business areas maintaining efficiency and service quality.

• Drive process standardization simplification and right-first-time initiatives.

• Identify improvement opportunities and participate in continuous improvement projects and digitalization initiatives.

Team Coordination

• Coordinate a Customer Service team of approx. 30 professionals ensuring balanced workload distribution and task execution.

• Promote a collaborative customer-focused culture within the team.

• Support onboarding training and development of team members.

Cross-functional Collaboration

• Work closely with Commercial Supply Chain Finance and Quality to ensure alignment on priorities and issue resolution.

• Support local implementation of regional process changes and standards.

• Participate in cross-functional meetings to ensure continuity of service and communication.

Resource & Performance Management

• Support budget adherence by monitoring productivity and identifying efficiency opportunities.

• Contribute to digital and automation initiatives that enhance process efficiency (e.g. CRM ERP EDI/API improvements).

• Provide regular reporting and insights related to customer service performance.

Essential Knowledge & Skills

• University degree ideally in Business Engineering Supply Chain or related fields.

• Experience in Customer Service operations (Order-to-Invoice Customer Management Case Management etc.).

• Strong organizational and multitasking skills with attention to detail.

• Effective communication and interpersonal skills with a customercentric approach.

• Experience with ERP/CRM systems (SAP JDE) EDI/API integrations and analytical tools (Excel Power BI).

• Continuous improvement mindset; certifications (Lean Six Sigma) are a plus.

• Fluency in Spanish and strong professional English.

• Experience in healthcare MedTech or regulated environments preferred.

• Team coordination experience is an advantage.

Dont miss this exceptional opportunity to join a world-class company and make a lasting impact. Apply now and be part of our ambitious team!

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