Senior Customer Care Operations Specialist

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

By joining Customer Care & Order Operations (CCOO), you will get a unique opportunity to drive customer experience through technology innovation and contribute to bringing our Mission to patients all over the world. Working in CCOO means being close to our customers and critical people inside hospitals, (nurses, physicians, procurement departments, suppliers, national health care bodies and others) and internally you get to interact with many key stakeholders and functions. In short, this means that when joining Customer Care & Order Operations you will get a unique opportunity to discover real possibilities for personal growth within multiple areas and cultures across the globe.

To support our Specialized Services Customer Care operations in Heerlen, we are seeking a full-time Customer Care Operations Specialist. In this role, you will help drive our company's goals in customer satisfaction by establishing, implementing, and executing efficient processes for seamless Order-To-Delivery management and an exceptional operational experience.

As a Customer Care Operations Specialist, you will own end-to-end operational excellence throughout the Order-To-Delivery lifecycle. You will be responsible for operational execution, identifying and addressing process gaps, leading projects and process improvements within established timelines, analysing the impact of changes, and developing clear instructional guides. Ensuring effective communication, training, and adoption will also be key aspects of this role. A core responsibility is to proactively challenge existing processes and deliver data-driven insights. You will work closely with cross-functional teams to ensure alignment and successful outcomes.

We are specifically looking for candidates that live within a max. 80km radius of our Medtronic office in Heerlen, the Netherlands. After your fulltime training period at the office, we expect you to work at least 2 days per week in the office; the other days you will work out of your home office. As of 1 July 2022, our government has communicated that cross-border employees must be present in the office by 80% of the working hours.

Careers that Change Lives

By joining Customer Care & Order Operations (CCOO), you will get a unique opportunity to drive customer experience through technology innovation and contribute to bringing our Mission to patients all over the world. Working in CCOO means being close to our customers and critical people inside hospitals, (nurses, physicians, procurement departments, suppliers, national health care bodies and others) and internally you get to interact with many key stakeholders and functions. In short, this means that when joining Customer Care & Order Operations you will get a unique opportunity to discover real possibilities for personal growth within multiple areas and cultures across the globe.

To support our Specialized Services Customer Care operations in Heerlen, we are seeking a full-time Customer Care Operations Specialist. In this role, you will help drive our company's goals in customer satisfaction by establishing, implementing, and executing efficient processes for seamless Order-To-Delivery management and an exceptional operational experience.

Responsibilities may include the following and other duties may be assigned:

• Serve as the main point of contact for internal stakeholders, managing and resolving all operational and project-related inquiries to ensure alignment and effective collaboration
• Map and analyse the complete Order-To-Delivery lifecycle across different scenarios and platforms, identifying process gaps and translating them into actionable projects
• Provide day-to-day support for Operational processes, including order allocation and processing, delivery issue analysis, enquiry management, order monitoring and follow-up, and acting as the central link between Customer Care, Supply Chain, Logistics, and Transport
• Develop and continuously update clear instructional guides and standard operating procedures to support the Order Operations team's activities
• Maintain a strong focus on quality, timely delivery, and ultimately the safety and health of our patients
• Act as the single point of contact for business partners regarding OTC process execution, fostering collaborative relationships
• Drive continuous improvement and standardization, contributing to departmental objectives and supporting personal development

Required Knowledge and Experience:

• Bachelor degree
• +2 years' experience in customer care/service and order management
• Excellent verbal and written communication skills in both Dutch & English
• Strong sense of responsibility, flexibility, and commitment
• Proficiency in Microsoft Office (Outlook, Excel), ERP, SAP, other tracking tools.
• Ability to prioritize and adapt in a fast-paced, constantly changing environment, effective under pressure
• Self-starter mentality with a proactive approach.
• Consistent in meeting agreed deadlines
• Skilled in identifying, analysing, and mitigating risks, as well as resolving issues as they arise
• Passionate about customer experience and aware of how operational efficiency impacts customer satisfaction

We would like you to have proficiency in project management methodologies (e.g., Agile, Lean, Scrum).

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package

A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people.

We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here