Medtronic is an Equal Opportunity/Affirmative Action Employer
This position will answer incoming customer service calls, process orders and follow-up with sales, shipping and customers. Provide a professional level of support to the internal and external customers by possessing a broad knowledge of Medtronic products and policies. Responsible for interfacing with customers, company sales and/or country representatives to handle a variety of pre-sales and post-sales service functions. Determine the status of equipment returns, replacements, sales orders, delivery schedules, etc. Resolves return credit problems. Requires knowledge and ability to work with various internal Company business units and International distributors offering multiple products, subject to various policies and procedures. This function is accomplished in a team-oriented environment where independent decision-making and minimal supervision are the norm. Must be results-oriented, with the ability to multi-task and a readiness to adapt to changing departmental needs.
Assists customers internally and externally with inquiries, problems, and orders.
Answer incoming calls in a timely manner from internal and external customers (Nurse, Purchasing Agents, Hospital administrators, and Physicians) for ordering product or resolving issues with professional phone etiquette.
Process adds and changes of product orders using SAP R3 system and in compliance with customer and sales force order requirements.
Key customer transactions by entering data, selecting appropriate invoicing and ship-to information from direction of customer, and responding to computer prompts (pricing, credit holds, Inventory Availability Screens, etc.)
Investigates, analyze and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other MPSS departments and pursue all required follow-ups with customer.
Effectively interact with other MDT departments, sales representatives and Business Unit/Sales Managers to resolve customer queries or to re-direct queries that cannot be resolved within the Customer Service Department.
Responsible for coordinating delivery service for emergency deliveries.
Responsible for activity, including but not limited to, entering fax orders, acting as a liaison for appointed Area Managers or Service Associates for any in house problems as well as territory problems. Monitors pending orders by working with sales rep/customer to get purchase order.
Manage special customer needs (standing orders and capital equipment orders).
Generate appropriate paperwork to maintain accurate customer account information including billing, shipping and special handling information.
Must possess a working knowledge of product substitutions for all models, as well as sound business judgment in order to fulfill customer requirements, while effectively utilizing the company’s assets. Seeks to follow and understand backorder and national product availability issues.
Thoroughly understand and utilize all proprietary systems, telecommunications systems, reporting tools, desktop applications and office support systems to support business requirements.
Use customer knowledge and job expertise to identify and recommend opportunities to enhance customer service, improve departmental processes and reduce supply chain expenses.
Administrative duties including documentation preparation and retention, faxing, mailing and information tracking. Utilizes problem solving skills and influence management skills to resolve customer concerns or problems.
Perform additional duties in line with company business needs.
Travel requirements: 0-10%
High School diploma or equivalent.
YEARS OF EXPERIENCE
2+ years customer service experience in a medical device or pharmaceutical business.
SPECIALIZED KNOWLEDGE AND EXPERIENCE REQUIRED
Proficiency in Spanish and English required (reading, writing and speaking).
Strong proficiency in MS Office, including PowerPoint, Excel and Word.
Advance customer service oriented skills and strong interpersonal skills.
Excellent organizational skills and demonstrated ability to handle multiple tasks accurately and efficiently through successful time management.
Ability to work under pressure meeting tight deadlines and maintains calm, positive attitude. Excellent presentations skills.
Responsive, action-oriented and innovative problem solver
Solid problem solving and deductive reasoning skills.
Ability to work under pressure meeting tight deadlines and maintains calm, positive attitude.
AS or higher degree in Business Administration, Marketing or related field.
Prior experience within the medical industry or a similar regulated industry.
Working knowledge of SAP.
Working knowledge of Import and Export processes.
Physical Job Requirements
PHYSICAL DEMANDS: The physical demands described here 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. While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear and reach with hands and arms. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. Specific vision abilities required by this job include normal vision.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet to moderate
Medtronic - 20 months ago
Medtronic, Inc. is engaged in medical technology. The Company functions in seven operating segments that manufacture and sell device-based...