Customer Service Representative

About the role

Johnson & Johnson is hiring a Customer Service Representative in Madrid to deliver an excellent experience to internal and external customers. The role covers order processing and follow-up, issue resolution, returns, credits and logistics coordination, working closely with Sales, Marketing, Logistics, Supply Chain, Finance and other teams.

Key responsibilities

• Manage customer orders from registration through follow-up.
• Respond to customer questions and resolve issues accurately and efficiently.
• Coordinate 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 for a seamless customer experience.
• Maintain strong knowledge of products, processes and systems, support customer service workflows and complete required compliance activities.

Required profile

• Upper secondary education or equivalent; a university degree is welcome but not essential.
• Previous experience in Customer Service, Order Management or a related customer-facing role is valued.
• Spanish fluency and effective communication with local customers and stakeholders; English is an advantage.
• Experience with business systems such as Salesforce, SAP or JDE is an advantage.

Required skills

• Good working knowledge of Microsoft Office and digital tools.
• Strong customer orientation, communication and organizational skills, attention to detail and ability to prioritize in a dynamic environment.

What we offer

• Base pay range of EUR 25,700 to EUR 40,825.
• An annual bonus with a set target depending on pay grade and location, or sales commissions.
• Vacation days, parental leave of at least 12 weeks, bereavement and caregiver leave, volunteer leave and well-being reimbursement.
• Service anniversary and recognition awards, and insurance plans for eligible employees and dependents.