Customer Service Lead MedTech Spain
Johnson & Johnson
Location
Madrid, Spain
Job Summary
Johnson & Johnson is recruiting a Customer Service Lead MedTech Spain to oversee and coordinate the activities of the Customer Service department, ensuring outstanding service to internal and external stakeholders. The role focuses on delivering exceptional customer experience, managing Order‑to‑Cash processes, and driving cross‑functional collaboration within a highly cross‑functional environment.
Responsibilities
- Build a strongly motivated and customer‑centric team of more than 35 members.
- Set a clear mission and deploy strategies focused towards that mission.
- Foster an excellent service experience to engage customers; take ownership of customer issues and follow problems through to resolution.
- Control resources and assets to achieve qualitative and quantitative targets.
- Manage the agreed budget in line with cost‑efficiency targets.
- Drive digital and intelligent automation strategy.
- Accountable for process simplification and continuous improvement, reducing waste and pursuing first‑time‑right approach.
- Partner with the E2E SC and Commercial to promote teamwork and partnership.
- Represent Spain in the EMEA Customer Service Leadership Team, supporting regional strategy and local CS transformation.
- Champion talent development, diversity & inclusion, and live the Credo values.
- Oversee daily operations, including order management, complaint resolution, returns, and logistics coordination; ensure compliance with internal policies, SOPs, and regulatory requirements.
Qualifications
- Graduate level education, preferably in Engineering or Business; MBA is a plus.
- Preferred certifications in Supply Chain such as APICS or Continuous Improvement (Green/Black/Master Black Belt).
- Experience in Customer Service processes (Order to Invoice, Case management, Customer management, etc.).
- Excellent knowledge of Spanish and professional proficiency in English.
- Strong client‑facing and interpersonal skills.
- Sophisticated troubleshooting and multi‑tasking skills.
- Excellent analytical, influencing and teamwork skills.
- Ability to think strategically and lead complex operations.
- Continuous improvement mindset.
- Excellent knowledge of management methods and techniques.
- Proficiency in CRM, ERP systems (e.g., SAP, JDE), data analysis tools (Power BI, Excel), and EDI and API solutions.
- Experience in Healthcare and/or MedTech industry.
- Financial savvy and team leadership experience.
Required Skills
- English Language
- Leadership
- Spanish Language
- Transformational Change
Preferred Skills
- Communication
- Continuous Improvement
- Customer Centricity
- Customer Engagement
- Customer Interactions
- Customer Satisfaction
- Customer Service Philosophy
- Customer Support Operations
- Customer Support Trends
- Developing Others
- Inclusive Leadership
- Personalized Services
- Process Improvements
- Service Request Management
- Team Management
Job Type & Seniority
Full‑time; Not applicable.
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