MedTech Customer Service Specialist with Italian

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 jnj.com.

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.

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Prague, Czechia

Job Description:

About MedTech

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 https://www.jnj.com/medtech

MedTech Customer Service Specialist (MT CS Specialist)

Location: Prague, Czech Republic

The MedTech Customer Service Specialist will provide high-quality, transactional customer service support to MedTech customers across EMEA. This role is responsible for end-to-end order management activities, timely case handling, and clear communication with internal and external partners to ensure an excellent customer experience within a regulated environment.

Key Responsibilities

• Serve as a primary point of contact for customer inquiries and order-related issues, handling inbound calls and CRM cases professionally and efficiently.
• Investigate, process and resolve customer cases related to orders, returns, credits/debits, billing investigations and other transactional issues.
• Accurately process orders, credits and debits in ERP systems, ensuring proper approvals, documentation and compliance with service levels.
• Coordinate resolution of order management issues with internal partners (Commercial, AR, Plan Supply Chain, LSPs) and external providers.
• Log and progress all customer interactions and case work through the CRM tool (Salesforce preferred).
• Support customers with simple self-service tasks and guide them to appropriate resources.
• Ensure timely reporting of spontaneous adverse events (AEs) and product quality complaints per regulatory requirements.
• Act as a subject-matter resource within the Customer Service organisation; support and consult with colleagues, supervisors and managers.
• Participate in, or lead, team projects and continuous improvement initiatives.
• Support other teams within the Prague Customer Service organisation as required.

Essential Qualifications & Experience

• University degree or equivalent.
• 3-5 years' experience in customer service or a related operational function.
• Proven experience working with case management and enterprise systems (Salesforce.com preferred; JDE, SAP or similar ERP experience advantageous).
• Strong MS Office proficiency.

Languages

• Fluent English required.
• Additional languages required according to country coverage (e.g.,French, German, Italian, etc.).

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong attention to detail, accuracy and compliance orientation.
• Effective time management and ability to prioritise and manage multiple tasks.
• Problem-solving mindset and ability to drive issues to resolution.
• Teamwork, flexibility, autonomy and reliability.
• Good organisational and planning skills; professional demeanour.

Working Conditions

• Office-based role in Prague with collaboration across EMEA and with global stakeholders.
• May require some flexibility in working hours to align with EMEA customer time zones.

Don'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!

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Required Skills:
Customer Service, Italian Language

Preferred Skills:

The anticipated base pay range for this position is:
Kč452,000.00 - Kč727,950.00

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.