Customer Service Lead MedTech Spain

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 https://www.jnj.comJob FunctionCustomer ManagementJob Sub FunctionNon-Technical Customer ServiceJob CategoryPeople LeaderAll Job Posting Locations:Madrid, SpainJob DescriptionJohnson & Johnson is recruiting for a Customer Service Lead MedTech Spain.The Customer Service Lead MedTech Spain is responsible for overseeing and coordinating the activities of the Customer Service department, ensuring the delivery of outstanding service to internal and external stakeholders. Will deliver an outstanding customer experience by focusing on providing excellence in customer care and Order-To-Cash processes. Will play also an active role within the organization to drive collaboration with all business partners in a highly cross-functional environment. This role requires strong leadership, cross-functional collaboration, and a strategic mindset to align departmental goals with company objectives, while maintaining excellent relationships with customers, sales teams, and support functions, always respecting SOP’s, HCC and J&J Credo.Main Duties And ResponsibilitiesBuild strongly motivated and customer-centric team composed by more than 35 members.Set a clear mission and deploy strategies focused towards that missionFoster an excellent service experience to engage our customers. Take ownership of customers issues and follow problems through to resolutionControl resources and assets to achieve qualitative and quantitative targetsAdhere and manage to the agreed budget in line with the cost efficiency targetsDrive digital and intelligent automation strategyAccountable for process simplification and continuous improvement, reducing waste and pursuing the right first-time approachPartner with the E2E SC and Commercial to promote teamwork and partnershipBe an active member of the EMEA Customer Service Leadership Team in representing Spain and in supporting the building and execution of the regional strategy, driving local CS Transformation processChampion talent development, Diversity&Inclusion and live Our Credo Values.Oversee daily operations, including order management, complaint resolution, returns, and logistics coordination. Ensure compliance with internal policies, SOPs, and regulatory requirementsPartner with the E2E SC and Commercial to promote teamwork and partnershipEssential Knowledge And SkillsPartner with the E2E SC and Commercial to promote teamwork and partnershipGraduate level required preferably in Engineering/Business fields. MBAPreferred some specific Supply Chain qualifications like APICS or Continuous improvement Certifications (Green/Black/Master Black Belt)Experience in Customer Service processes (Order to Invoice, Case management, Customer management, etc) is preferrable.Languages: Excellent knowledge of Spanish and professional proficiency in English, written as well as spokenStrong client-facing and interpersonal skillsSophisticated troubleshooting and multi-tasking skillsExcellent analytical, influencing and teamwork skillsAbility to think strategically and to lead complex operationsContinuous improvement mentalityExcellent knowledge of management methods and techniquesProficiency in CRM, ERP systems (e.g., SAP, JDE), data analysis tools (Power BI, Excel), and Electronic Data Interchange (EDI) and API solutions System preferredExperience in Healthcare and/or Medtech industryFinancial savvyTeam Leadership experienceJob location: Spain – MadridDon't miss this exceptional opportunity to join a world-class company and make a lasting impact. Apply now and be part of our ambitious team!Required SkillsEnglish Language, Leadership, Spanish Language, Transformational ChangePreferred SkillsCommunication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Interactions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Personalized Services, Process Improvements, Service Request Management, Team Management