GCS Customer Care Specialist

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 Med Tech, 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.

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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.

Customer Management

Non-Technical Customer Service

Business Enablement/Support

Zug, Switzerland

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at

We are searching for the best talent to join our Med Tech team as a GCS Customer Care Specialist in Zug, Switzerland
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This opportunity offers you a broad exposure to customer operations, Supply Chain, Sales and Quality while building strong foundations in customer care within a regulated environment. It provides opportunities to deepen system and process knowledge, contribute to team improvements and grow toward broader customer service responsibilities. This broad cross-functional exposure opens up a variety of career paths across J&J.

You will serve as the first-line contact (SPOC) for assigned customers in Switzerland as part of the EMEA Global Customer Solutions - Alpine Cluster (CH/AT). You will manage day-to-day customer service interactions, coordinate with the dedicated Customer Service Hub Team and internal partners, and ensure accurate, timely handling of customer requests. You will own your assigned customer contacts and cases within established processes, contribute to team objectives and maintain high-quality customer and case documentation.

• Collaborating with Sales and internal partners and participating in customer meetings related to end-to-end Supply Chain topics, including the preparation and follow-up of agreed actions.
• Orchestrating day-to-day customer service transactions with the Alpine Cluster Customer Service Hub Team, including orders, returns, credit notes, and billing queries in ERP and CRM systems.
• Acting as the SPOC for assigned customers by coordinating inquiries, managing cases through phone, e-mail, and CRM, setting appropriate priorities, and escalating when required.
• Following up on open cases, keeping customers informed, and ensuring agreed actions are completed within established service levels.
• Working with Sales, Planning, Deliver, Product Management, Finance, and Compliance to resolve standard operational issues.
• Processing complaints, recalls, and regulatory or vigilance notifications in line with established procedures and promptly escalating issues that require specialist or senior review.
• Maintaining accurate case records, work instructions, and routine reports, while submitting improvement suggestions for evaluation by the Alpine Cluster Lead.

• Preferably a completed commercial apprenticeship or bachelor’s degree.
• Fluency in German, English, and French.
• At least 3 years of relevant experience in Customer Service, Sales Support, Supply Chain, or a related…