This job is with Johnson & Johnson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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
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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
Customer Service Operations
Job Category
Professional
Locations
Madrid, Spain
Job Description
Customer Service Technician
Location
Madrid
Tasks
* Managing all master data in SAP (customer, material and pricing)
* Managing inbound customer inquiries and escalations in fluent English (verbal and written), ensuring clear status updates and timely problem resolution.
* Become a positive agent of change to embrace new projects, techniques and platforms to foster innovation
* Investigating and resolving non‑routine order and account issues; determining when to escalation complicated cases to second line or cross‑functional teams.
* Verifying new account setups and maintained database integrity; auditing credits and account adjustments for accuracy before posting.
* Preparing and delivering management reports on returns, credits and recurring issue trends to support process improvements.
* Proactively communicating order status and resolution progress to customers; soliciting feedback and capturing customer satisfaction data.
* Collecting, consolidating and analysing customer satisfaction feedback; tracking trends and producing action recommendations.
* Advocate critical processes necessary to support customer excellence and drive team engagement and adoption.
Skills
* Fluent in English (professional verbal & written communication)
* CRM (SAP / Salesforce), MS Excel, Power BI, order management, escalation management, data reporting.
Educational background: University degree required
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