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:

People Leader

All Job Posting Locations:

Madrid, Spain

Job Description:

The Customer Service Lead MedTech Spain is responsible for coordinating day‑to‑day customer service activities and ensuring high‑quality support to internal and external stakeholders. This role focuses on delivering an exceptional customer experience through operational excellence in Order‑to‑Cash 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 hands‑on 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 follow‑up, 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 customer‑centric 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.

Don't 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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Required Skills:

Continuous Improvement, Customer Centricity, Team Management

 

 

Preferred Skills:

Communication, Customer Engagement, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, New Program Development, Personalized Services, Process Improvements, Service Request Management, Stakeholder Engagement