Customer Care Representative

Job description

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Customer Care Representative – Watford based

Your role

The core focus is to provide day-to-day support in Medtronic's Order-To-Cash processes (orders, disputes & credits, enquiries, returns, monitoring) as well being involved in as Supply Chain processes (, carrier scheduling...) through analytical and operational support.

You will also be involved in providing a professional level of support to the Back Office & sales teams and customers by showing a good level of knowledge of Medtronic products, processes, tools and policies.

MAIN PURPOSE OF JOB

Able to work with Change Management, Project Management and support Key Accounts activities, this is key for the role. Candidate must have a proactive can do attitude with excellent eye for detail enabling process improvements and problem solving skills.

Provide day-to-day support in Medtronic's Order-To-Cash processes (orders, disputes & credits, enquiries, returns, monitoring...) as well as Supply Chain processes (PAR level, carrier scheduling...) through analytical and operational support.

Provide a professional level of support to the Back Office & Field sales staff and customers by possessing a broad knowledge of Medtronic products, processes, tools and policies and the ability to monitor product & information flows as well as resolving issues.

Contribute to the company goals in the areas of customer satisfaction.

MAIN JOB DUTIES/RESPONSIBILITIES

Responsible for monitoring physical & information flows

Be proactive with – internal & external customer

Manage all incoming calls (including orders)

Handle all incoming e-mails to shared mailboxes

Responsible for issue resolution and reactive communication towards the customer, including coordination of the issues especially with BO teams.

Responsible for logging a dispute when applicable, monitoring resolution (through FSCM) and assist in resolving the issue if it cannot be resolved by BO (including managing credit / debit notes)

Responsible for capturing and documenting customer specificities in CRM/OFI tool.

Responsible for Master Data accuracy: provide accurate & timely quality customer change set up input, to the Regional Data Mgt Team (RDA team).

Responsible for exceptional emergency order management flow

Responsible for exceptional return flow management return info check-creation in SAP , pick up arrangement & follow-up & update SAP

To work collaboratively with the Share Service Office to ensure all SLAs and KPIs are met and maintained

Scan post daily check in SAP and send unprocessed orders to SSC

Scan and send queries to Front Office team to resolve Support BO to clean up SAP data / transaction, including identifying missing data and referring to BU finance/sales, interacting with Master Data Department for resolution, as required

Ensure BO can work effectively and with the right quality by providing the right feedback and support.

Contribute to process improvement / standardization (internal/external)

Maintaining departmental SLA’s AND KPI’s

Able to participate in plus drive and lead Projects

Manage key accounts, deliver a 121 service

JOB QUALIFICATIONS

KNOWLEDGE/EDUCATION

Bachelor Education

Local language(s) of the country + English - spoken and written

System minded: MS package / SAP / CISCO IPT/ CRM and FSCM

Good knowledge of the local health care system

JOB EXPERIENCE

1-3 + years’ work in an office environment

SOX compliance – Familiar with SOX, traceability and revenue recognition requirements

SAP experience is preferred

SKILLS/COMPETENCIES

Good communication skills (telephone & e- mail )

Proactive personality

Team player & flexible, but able to work independently

Problem Solving Skills

Strong customer relationship buildings skills

Ability to cope with stressful situation

Flexible in approach, and a positive, upbeat and friendly personality

Willing to help and support others and constantly search for continuous improvement opportunities

Project Management - lead and be part of a working group

Change Management- lead and be part of a working group

Understands Key Account requirements

Desired profile

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