Careers that Change Lives

　　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

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

　　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.

　　Must Have: Minimum Requirements

　　Minimum of 4 years of relevant experienceKNOWLEDGE/EDUCATION

　　• Broad practical knowledge of operational systems and practices typically gained

　　through extensive experience and/or education.

　　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.

　　DESIRED/PREFERRED QUALIFICATIONS

　　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

　　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 or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

　　It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.