Customer Service Representative

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

A Day in the Life Reporting to Customer Care Supervisor, you will be part of our Iberia Customer Care department, and you will manage multi-therapy customer portfolios. The Customer Care Representative is the first point of contact for our reps, customers and patients. Working in Customer Care & Order Operations (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 (sales, pricing, marketing, etc.). In short, this means that when joining CCOO you will get a unique opportunity to discover real possibilities for personal growth within multiple areas. We offer you a position where you offer day-to-day support in Medtronics Order-To-Cash processes (orders, disputes & credits, inquiries, returns, monitoring). As a Customer Care Representative, you will play a key role in customer satisfaction within the Regional Office team of Customer Care. You will be responsible for supporting our external clients (hospitals, clinics, etc.) and internal clients (Back-Office, Sales, Marketing, etc.) by responding to various requests received via email and telephone. In a context of continuous improvement, you support change within the framework of cross-functional projects. This is a hybrid position based on our Madrid offices.

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

• Provide a best-in-class customer service experience for our customers. First point of contact for our customers and sales reps by email/phone
• Provide a best-in-class service to our internal stakeholders through outstanding communication, quick follow up and OTC knowledge sharing
• Ensure Orders are released on time and support with blocked orders
• Focus on processes. Logging Opportunities for Improvement via OFI tool
• Registering and following up issues and complaints
• Be a winning team through collaboration with all the different stakeholders internally. We are the linking pin that brings it all together
• Promote and support automation, digitalization and customers with better self-service options
• Be 1st line support for any transport and delivery issues.

Required Knowledge and Experience:

• Minimum of 2 years of relevant experience in similar roles
• Successful experience in the field of customer relations
• Full knowledge of systems and procedures obtained through prior work experience (proficiency in SAP - SAP CIC, Microsoft Office Suite)
• Fluent in Spanish with a good level of English
• Ability to manage/track indicators (KPIs) and customer service orientation and knowledge of customer relationship techniques/

Puts the Patient First. High degree of autonomy and accountability, analytical and synthesis skills. Ability to work in a team, communication skills, ability to manage emotions, versatility and adaptability. Proactive mindset, problem solving and critical thinker.

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.

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.