Customer Service Representative

Job Function: Customer Management

Job Sub Function

Customer Service Operations

Job Category

Business Enablement/Support

All Job Posting Locations

Madrid, Spain

Job Description

Customer Service Representative - Spain

Make a meaningful difference in every customer interaction.

About the role

As a Customer Service Representative, you will play an important role in delivering an excellent experience to our internal and external customers. You will help ensure that customer needs are managed effectively, from order processing and follow-up to issue resolution, returns, credits and logistics coordination.

Working closely with different teams across the organization, you will contribute to reliable day-to-day operations while helping us continuously improve the way we serve our customers.

What you will do

· Manage customer orders from registration through follow-up.

· Respond to customer questions and resolve issues accurately and efficiently.

· Coordinate the follow-up of warehouse and transportation issues.

· Manage returns, credits, complaints and recall-related activities.

· Partner with Sales, Marketing, Logistics, Supply Chain, Finance and other teams to deliver a seamless customer experience.

· Maintain strong knowledge of our products, processes and systems.

· Support different Customer Service workflows when needed and collaborate with colleagues across the team.

· Complete required compliance activities and work in accordance with applicable policies, procedures and regulations.

· Contribute ideas and insights that help improve customer experience and operational effectiveness.

What will help you succeed

You do not need to match every point below. We are interested in people who are motivated to learn, collaborate and deliver a great customer experience.

· Strong customer orientation and communication skills.

· Ability to build effective relationships with customers and colleagues.

· Collaborative approach and confidence working across different functions.

· Strong organizational skills and attention to detail.

· Ability to prioritize and respond effectively in a dynamic environment.

· A reliable, responsible and ethical approach to your work.

· Comfortable working with numbers, business systems and digital tools.

· Spanish fluency and the ability to communicate effectively with local customers and stakeholders.

· English communication skills are an advantage.

Experience and qualifications

· Previous experience in Customer Service, Order Management or a related customer-facing role is valued.

· Experience with business systems such as Salesforce, SAP, JDE or similar platforms is an advantage.

· Good working knowledge of Microsoft Office and digital tools.

· Upper secondary education or equivalent is required; a university degree is welcome but not essential.

How you will collaborate

In this role, you will work closely with teams including Sales, Marketing, Warehouse & Logistics, Supply Chain, Customer Solutions, Finance, Compliance, Bids & Tenders, Regulatory and external partners.

We are looking for someone who enjoys solving problems, collaborating with others and making things easier for customers

Required Skills

Preferred Skills

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management

The anticipated base pay range for this position is

€25,700.00 - €40,825.00

Benefits

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees' and companies' performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location's eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.