Careers that Change Lives
• Support the Customer Service team throughout the day via coaching, problem-solving, and handling escalations. The agent may monitor, process, and delegate work received through departmental workflows. This agent also works in order channels regularly to keep skills up
to date. The Customer Service Representative V complies with internal Medtronic policies and procedures, regulatory requirements and HIPAA requirements. This position is cross trained across multiple product lines or business units and mentors’ new employees on workflow, systems, processes, and procedures. The Customer Service Representative V has the ability and opportunity to act as subject matter expert in process improvement or process development projects. 

A Day in the Life
• Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate
support or field staff.
• May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.
• May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.
• May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.
• Responsible for reporting complaints and Adverse Drug Reactions (ADR)
• Processes orders via multiple electronic channels and phones as assigned
• Serves as primary floor support for Customer Service management and business partners and troubleshoots issues in daily order activities.
• Serves as a Subject Matter Expert on Medtronic products, services, systems and processes through project involvement
• Trains team members as required
• Adheres diligently to all areas of compliance and encourages the same in all interactions and endeavors.
• Demonstrates excellence in the provision of world class customer service through competent communication, issue resolution, coaching and mentorship • Fosters an environment of continuous improvement
• Handles customer and sales representative escalations and requests
• Collaborates with internal departments for coordination and the facilitation of business specific requirements and training
• Provides reporting, technical and operational support
• Supports automation initiatives
• Responsible for transactional reconciliations, tracks and provides problem resolution relating to orders as assigned, and communicates to All internal/external stakeholders
• Supports closing each day
• Performs other duties as assigned  Must Have: Minimum Requirements

KNOWLEDGE/EDUCATION
• Requires expert knowledge within a specific discipline typically gained through extensive work experience and/or education
JOB EXPERIENCE
• Minimum of 10 years of relevant experience.  SKILLS/COMPETENCIES
• English fluency for reading, writing and speaking (French – if required)
• Composure: Ability to work in high-pressure situations and deals with conflict effectively
• Strong work ethic, sense of urgency and drive for results
• High degree of analytical, organizational and prioritization skills
• Strong interpersonal skills; ability to communicate clearly and effectively in both written and verbal channels. Positive and professional demeanor
• Ability to problem solve and make sound decisions via critical thinking
• Strong ability to mentor others
Nice to Have
DESIRED/PREFERRED QUALIFICATIONS
KNOWLEDGE/EDUCATION
• Bachelor’s degree
JOB EXPERIENCE
• N/A
SKILLS/COMPETENCIES
• Strong interpersonal skills; ability to communicate clearly and effectively through both verbal and written mediums
• Strong Customer Focus skills (listening, empathy, solution-focused)
• Flexibility to change
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• ERP experience – (example: SAP, eOne) 

Salary Range: 58K - 87K  About Medtronic

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.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager, recruiter or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)