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

• The Customer Care Agent III has the responsibility and authority to provide world class customer service for the complete Medtronic order cycle through successful entry and release of orders. This role provides proactive and accurate external customer order entry to ensure customer relationship needs and business requirements are met or exceeded. The primarily order channels include phone, email, fax and electronic orders, as well as other channels as applicable. As a Customer Care Agent II, the agent will have more cross-functional training and knowledge and mastery of core functions.

Customers may include healthcare providers, distributors, field sales reps, end users and patients. This role facilitates company goals in the areas of customer satisfaction, quality, accuracy, revenue growth, compliance and asset management. This position also maintains customer relationships to increase and sustain Medtronic’s overall competitive advantage. The agent possesses a broad knowledge of Medtronic products and services and complies with internal Medtronic policies and procedures, regulatory and financial requirements and HIPAA requirements.

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)
• Completes assigned work in areas of processing orders, credits, returns and other order related functions via all applicable channels for both standard and expedited orders.
• Maintains comprehensive knowledge of Medtronic products and services.
• Supports higher complexity accounts and services (e.g. concierge services, capitation/monthly billing, custom orders, bulk orders, etc.).
• Able to support multiple skill sets and cross functionally trained.
• Utilizes company policies and procedures while providing world class customer service.
• Researches, tracks, and provides problem resolution to issues and communicates to the appropriate internal or external customer.
• Determines corrective course of action in problem situations, balancing customer satisfaction and financial costs.
• Properly escalates problem situations that may impact customer satisfaction and or revenue.
• Works with stakeholders to meet schedule delivery requirements.
• Brings forth best practices ideas and process improvements.
• Supports automation initiative.
• Submit billing to Pharmacare through PNET

OFFICE SUPPORT CAREER STREAM: Individual contributors who provide organizational related support or service (administrative or clerical) for other members within the organization. The majority of time is spent in the delivery of support services or activities, typically under supervision.

DIFFERENTIATING FACTORS

Autonomy: Seasoned individual contributor who provides assistance and training to lower level employees.

Performs a wide variety of non-routine clerical and administrative tasks and may support special projects or assignments.

Works under limited supervision.

Organizational Impact: Works to deliver day-to-day objectives with significant impact on achievement of results for the job area Work involves obtaining or providing information or data requiring some explanation or interpretation.

Work consists of tasks that are typically not routine.

Innovation and Complexity: Makes minor changes in systems and processes to solve problems or improve effectiveness of job area .

Expected to independently propose solutions to problems for manager review.

Communication and Influence: Communicates typically with internal and external contacts .

Obtains and provides information on matters of moderate importance to the job area.

Leadership and Talent Management: Responsible for providing guidance, coaching and training to other employees within job area.

Required Knowledge and Experience: Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education.

Requires minimum of 4 years of relevant experience.

KNOWLEDGE/EDUCATION

• Broad practical knowledge of operational systems and practices typically gained

through extensive experience and/or education. 

JOB EXPERIENCE 

• Minimum of 4 years of relevant experience.

SKILLS/COMPETENCIES

• Fluently Bilingual English and French.
• Strong computer navigation skills, ability to work in multiple applications simultaneously.
• Composure: Ability to work in high-pressure situations and deals with conflict effectively.
• Identify and escalate opportunities
• Individual results must meet or exceed department KPIs for a minimum of 6 months.

KNOWLEDGE/EDUCATION

• Post-secondary diploma or degree

JOB EXPERIENCE 

• 2 years in Customer Service role

SKILLS/COMPETENCIES

• Strong interpersonal skills; ability to communicate clearly and effectively through both

verbal and written mediums.

• Positive and professional demeanor.
• Strong customer focus skills (listening, empathy, solution-focused.)
• Ability to problem-solve and make sound decisions via critical thinking.
• Strong work ethic, sense of urgency and drive for results.
• Flexibility to change.
• Ability to work a flexible schedule or extra hours due to business demands (e.g.

Quarter End).

• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• SAP experience.
• Strong typing skills.
• Experience working in a diverse environment.

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. 

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 90,000+ 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 

Read Full Description