GCS Customer Care Specialist

About the role

Johnson & Johnson MedTech is looking for a GCS Customer Care Specialist in Zug, Switzerland, as part of the EMEA Global Customer Solutions Alpine Cluster (CH/AT). You will act as the single point of contact (SPOC) for assigned customers, handling day-to-day customer service and owning your customer contacts and cases within established processes.

Key responsibilities

• Take part in customer meetings on end-to-end supply chain topics, preparing and following up agreed actions
• Handle orders, returns, credit notes and billing queries in ERP and CRM systems with the Alpine Cluster Customer Service Hub Team
• Manage cases by phone, e-mail and CRM, set priorities and escalate when needed
• Follow up open cases, keep customers informed and ensure agreed actions meet service levels
• Work with Sales, Planning, Deliver, Product Management, Finance and Compliance on standard operational issues
• Process complaints, recalls and regulatory or vigilance notifications, escalating specialist or senior review issues
• Maintain case records, work instructions and routine reports, and suggest improvements to the Alpine Cluster Lead

Required profile

• Completed commercial apprenticeship or bachelor's degree preferred
• Fluency in German, English and French
• At least 3 years of experience in customer service, sales support, supply chain or a related function; healthcare or regulated environment experience is beneficial
• Willingness to travel within Switzerland and support customer visits

Required skills

• CRM and ERP systems such as Salesforce, MSD, JDE or SAP
• Solid Microsoft Office skills
• Clear written and verbal communication, attention to detail and service orientation