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
Job Function:
Customer Management
Job Sub Function:
Non-Technical Customer Service
Job Category:
Business Enablement/Support
All Job Posting Locations:
Dublin, Ireland, Madrid, Spain
Job Description:
About Vision
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient's lifetime.
Your unique talents will help patients on their journey to wellness. Learn more at
We are searching for the best talent for a Customer Service Coordinator, IBERIA market position to be in Dublin, Ireland or Madrid, Spain.
As part of the Operations team, you will support the CAR, Refractive, and Corneal businesses across EMEA by training and coaching the Customer Service team, improving processes, and acting as a key escalation point to ensure smooth operations and excellent customer outcomes.
As a Customer Service Coordinator, you will:
Coaching and Training
* Prepare and deliver training for new hires and existing team members.
* Create training schedules and provide market-specific and one‑to‑one training.
* Assign and track online training assessments.
* Review training results and improve training content where needed.
* Conduct regular training audits to ensure quality standards are met.
Coaching
* Hold monthly one‑to‑one meetings to review performance and identify skill gaps.
* Recommend and organise follow‑up training (online, classroom, self‑study).
* Update supervisors on progress and development actions.
* Coordinate cross‑training sessions within the team.
Quality
* Support preparation for internal and external audits.
* Maintain up‑to‑date training materials and team information resources.
* Ensure correct versions of controlled documents are used.
* Identify process improvements and support implementation with teams and local markets.
* Meet regularly with the CS Training Department to align on priorities.
Business/Team Support
* Monitor daily, weekly, and monthly workload and service performance.
* Support month-end, quarter-end, and year-end activities.
* Act as an escalation point for customer and internal queries.
* Join cross-functional huddles and support collaboration with other departments.
* Participate in projects, system testing, and new process rollouts.
* Provide backup support to the CS team when required.
Qualifications/Requirements:
* Third-level qualification in business, management, supply chain, or related field.
* Experience in a customer service or operations environment.
* SAP knowledge (essential).
* Fluent in English and Spanish (essential).
* Strong communication and coaching skills.
* Proficiency in Microsoft Office.
* Problem-solving mindset with attention to detail.
* Ability to work collaboratively and manage multiple priorities.
* Willingness to travel occasionally.
At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.
Here's what you can expect:
* Application review: We'll carefully review your CV to see how your skills and experience align with the role.
* Getting to know you: If there's a good match, you'll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.
* Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.
* Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.
Finally, at the end of the process, we'll invite you to share feedback in a short survey — your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We're excited to learn more about you and wish you the best of luck in the process #RPOEMEA
#LI-Hybrid
Required Skills:
Customer-Focused, Customer Service Management, Organizing, Problem-Solving Strategies
Preferred Skills:
Communication, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Report Writing, Self-Service Tools, Service Request Management, Training Administration