GCS Customer Care Specialist – MedTech

About the role

Johnson & Johnson MedTech is looking for a GCS Customer Care Specialist in Zug, Switzerland. As the first-line contact (SPOC) for assigned customers in the EMEA Global Customer Solutions Alpine Cluster (CH/AT), you will handle day-to-day customer service, coordinate with the Customer Service Hub Team and internal partners, and own your customer contacts and cases within established processes.

Key responsibilities

• Work with Sales and internal partners on customer meetings covering end-to-end supply chain topics, including preparation and follow-up of agreed actions.
• Manage daily customer service transactions with the Alpine Cluster Customer Service Hub Team, including orders, returns, credit notes and billing queries in ERP and CRM systems.
• Act as SPOC for assigned customers: coordinate inquiries, manage cases by phone, e-mail and CRM, set priorities and escalate when needed.
• Follow up on open cases, keep customers informed and ensure agreed actions meet service levels.
• Resolve standard operational issues with Sales, Planning, Deliver, Product Management, Finance and Compliance.
• Process complaints, recalls and regulatory or vigilance notifications, escalating issues needing specialist or senior review.
• Maintain accurate case records, work instructions and routine reports, and submit improvement suggestions 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.