MedTech Customer Care Specialist – Swiss Hub (EMEA)

Biopharma Careers; Zug; Hybrid; CHF 60,000 - 90,000; Full time

Job summary

Johnson & Johnson’s MedTech team in Zug, Switzerland is seeking a GCS Customer Care Specialist to serve as the primary contact for Swiss customers within the EMEA Global Customer Solutions Alpine Cluster. You will manage day-to-day service interactions and coordinate with the Customer Service Hub.

The role offers cross-functional exposure across Supply Chain, Sales, and Quality, requires fluency in German, English, and French, and at least 3 years in regulated customer service.

Qualifications

• 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.

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.

Education

Commercial apprenticeship or bachelor’s degree

Tools

Salesforce

MSD

JDE

SAP

CRM

ERP

Job description

Johnson & Johnson’s MedTech team in Zug, Switzerland is seeking a GCS Customer Care Specialist to serve as the primary contact for Swiss customers within the EMEA Global Customer Solutions Alpine Cluster. You will manage day-to-day service interactions and coordinate with the Customer Service Hub.

The role offers cross-functional exposure across Supply Chain, Sales, and Quality, requires fluency in German, English, and French, and at least 3 years in regulated customer service.