Global Customer Care Specialist – Alpine Cluster

Johnson & Johnson Co.; Zug; On-site; CHF 90,000 - 120,000; Full time

Job summary

Johnson & Johnson’s MedTech division in Zug, Switzerland, seeks a GCS Customer Care Specialist to manage day-to-day customer service interactions within the Alpine Cluster. You’ll coordinate with the Customer Service Hub, ensuring timely responses, accurate case documentation, and cross-functional collaboration to support end-to-end supply chain activities.

You will handle inquiries via phone, email, and CRM, prioritize cases, and escalate when needed.

Qualifications

• 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.

Responsibilities

• 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.

Skills

German fluency

English fluency

French fluency

Education

Bachelor's degree

Tools

Salesforce

MSD

JDE

SAP

Microsoft Office

Job description

Johnson & Johnson’s MedTech division in Zug, Switzerland, seeks a GCS Customer Care Specialist to manage day-to-day customer service interactions within the Alpine Cluster. You’ll coordinate with the Customer Service Hub, ensuring timely responses, accurate case documentation, and cross-functional collaboration to support end-to-end supply chain activities.

You will handle inquiries via phone, email, and CRM, prioritize cases, and escalate when needed.