Customer Service Representative

8500-Johnson & Johnson, S.A. Legal Entity; Madrid; On-site; EUR 26,000 - 41,000; Full time

Benefits offered by this job

annual bonus

vacation days

parental leave

bereavement leave

caregiver leave

well-being reimbursement

health programs

Job summary

Johnson & Johnson Spain is seeking a Customer Service Representative to deliver an excellent experience to our internal and external customers. You will manage orders from registration to follow-up, answer questions, resolve issues, and coordinate logistics with warehouse and transportation teams.

You will collaborate with Sales, Marketing, Finance and other teams to ensure a seamless customer experience, maintain product knowledge, and support compliant operations.

Qualifications

• Experience in Customer Service or order management.
• Experience with business systems such as Salesforce, SAP, JDE or similar.
• Strong knowledge of Microsoft Office.
• Upper secondary education or equivalent; university degree welcome but not essential.

Responsibilities

• Manage customer orders from registration through follow-up.
• Respond to customer questions and resolve issues accurately and efficiently.
• Coordinate the follow-up of warehouse and transportation issues.
• Manage returns, credits, complaints and recall-related activities.
• Partner with Sales, Marketing, Logistics, Supply Chain, Finance and other teams to deliver a seamless customer experience.
• Maintain strong knowledge of our products, processes and systems.
• Support different Customer Service workflows when needed and collaborate with colleagues across the team.
• Complete required compliance activities and work in accordance with applicable policies, procedures and regulations.
• Contribute ideas and insights that help improve customer experience and operational effectiveness.

Skills

Communication

Order Processing

Customer Support Operations

Customer Centricity

Data Capturing

Education

Upper secondary education or equivalent

University degree welcome

Tools

Salesforce, SAP, JDE-like platforms

Microsoft Office

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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: Customer Service Operations Job Category: Business Enablement/Support All Job Posting Locations: Madrid, Spain

Job Description: Customer Service Representative - Spain Make a meaningful difference in every customer interaction.

About the role As a Customer Service Representative, you will play an important role in delivering an excellent experience to our internal and external customers. You will help ensure that customer needs are managed effectively, from order processing and follow-up to issue resolution, returns, credits and logistics coordination. Working closely with different teams across the organization, you will contribute to reliable day-to-day operations while helping us continuously improve the way we serve our customers.

What you will do

• Manage customer orders from registration through follow-up.
• Respond to customer questions and resolve issues accurately and efficiently.
• Coordinate the follow-up of warehouse and transportation issues.
• Manage returns, credits, complaints and recall-related activities.
• Partner with Sales, Marketing, Logistics, Supply Chain, Finance and other teams to deliver a seamless customer experience.
• Maintain strong knowledge of our products, processes and systems.
• Support different Customer Service workflows when needed and collaborate with colleagues across the team.
• Complete required compliance activities and work in accordance with applicable policies, procedures and regulations.
• Contribute ideas and insights that help improve customer experience and operational effectiveness.

What will help you succeed

• Strong customer orientation and communication skills.
• Ability to build effective relationships with customers and colleagues.
• Collaborative approach and confidence working across different functions.
• Strong organizational skills and attention to detail.
• Ability to prioritize and respond effectively in a dynamic environment.
• A reliable, responsible and ethical approach to your work.
• Comfortable working with numbers, business systems and digital tools.
• Spanish fluency and the ability to communicate effectively with local customers and stakeholders.
• English communication skills are an advantage.

Experience and qualifications

• Previous experience in Customer Service, Order Management or a related customer-facing role is valued.
• Experience with business systems such as Salesforce, SAP, JDE or similar platforms is an advantage.
• Good working knowledge of Microsoft Office and digital tools.
• Upper secondary education or equivalent is required; a university degree is welcome but not essential.

In this role, you will work closely with teams including Sales, Marketing, Warehouse & Logistics, Supply Chain, Customer Solutions, Finance, Compliance, Bids & Tenders, Regulatory and external partners. We are looking for someone who enjoys solving problems, collaborating with others and making things easier for customers.

Required Skills

• Agility Jumps
• Communication
• Contract Management
• Customer Analytics
• Customer Centricity
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Data Capturing
• Emotional Intelligence
• Issue Escalation
• Order Processing
• Process Oriented
• Service Excellence
• Service Request Management

Preferred Skills

• Agility Jumps
• Communication
• Contract Management
• Customer Analytics
• Customer Centricity
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Data Capturing
• Emotional Intelligence
• Issue Escalation
• Order Processing
• Process Oriented
• Service Excellence
• Service Request Management

The anticipated base pay range for this position is: €25,700.00 - €40,825.00

Benefits

• an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions.
• vacation days
• parental leave for a minimum of 12 weeks
• bereavement leave
• caregiver leave
• volunteer leave
• well-being reimbursement
• programs for financial, physical and mental health
• service anniversary and recognition awards
• subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans.

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 https://www.jnj.com/. Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you.