Customer Service Representative iii (po router)Medtronic

Careers That Change Lives
Do you value new challenges and being on the cutting edge of life-saving technology? You can create an energizing, rewarding career that changes lives - and changes you. Help us invent the next generation of life-changing medical technology for patients worldwide. Be part of a company that is nimble, flexible, and a leader in technologies that improve the lives of two people each second.
A Day in The Life
Customer Service Rep III (Order Management, PO Router)
Performs clerical post sales activity - PO routing to Order Management CSRs or Optical Character Recognition Tool
Records and tracks sales request and purchase orders received in the Order Processing Mailbox (SFDC, SharePoint)
Handles and coordinates urgent orders received for OM CSR processing
Organizes distribution of transactions for processing to OM CSRs based on assignment/segmentation
Flags Customer Service Supervisors on volume surge
Manages PO assignment and ensures correct tagging of tasks
Prepares reports on volume, trends and ad hoc requests related to the transactions received at the Order Processing Mailbox (SFDC)
Courses misrouted emails to correct recipients
Creates summarized end of day reports
Participates on UAT and other testing required for new routing tools and any process improvement initiatives
Acts as gatekeeper of process compliance and reports any irregularities or non -conformance
Establishes effective long-term professional relationships and high-level of satisfaction with customers and key stakeholders
Supports BU's objectives, revenue growth activities and operational excellence
Key Performance Indicators:
No escalation with financial impact of more than $3K USD
Zero CAPA on audit (only when applicable)
Absentism Rate to be kept at 5% MoM, with no single month higher than 10%
Average of 0.06% error rate by the end of FY; with no single month with 0.10% error rate (including valid disputes)
Daily average of 400 or more POs to be routed
AUTHORITY:
Authorized to immediately record and report to your Supervisor and Manager or their delegate/s:
Any error and/or defect which may occur from the improper performance of the job or colleagues' job; and
Appropriate corrective actions that will prevent a recurrence
Unless authorized by Finance, there is no financial authority
Must Have: Minimum Requirements
Minimum of 4 years of relevant experience
Nice to Have
Attention to detail - ability to process high volume of orders accurately and for extended periods; able to pay close attention to detail with a high degree of accuracy; able to perform routine tasks accurately; able to maintain records and files for easy access and retrieval; ensures compliance to all applicable policies and processes; protocols and guidelines set by the business unit;
Effective analytical and problem solving skills - should demonstrate effective analytical skills to comprehensively analyze and interpret policies; procedures and situations in a multifaceted way and possess solid problem-solving skills to develop/suggest innovative solutions to complex issues; assesses situations and identifies problems, explores possible solutions as guided by established policies; evaluates and makes recommendations or decisions; knows where and how to access the right data for the task; pursues leads for additional information.
Technical communication and presentation - must possess effective and professional communication skills with the ability to act as resource person or contact; writing skills sufficient to compose and edit a variety of documents/communications observing correct spelling, grammar and cohesion; able to pay close attention to detail and proofread work carefully. Recognizes cultural differences with respect to communication;
Customer Service - builds and maintains customer satisfaction; goes beyond service expectation; commits to meeting expectations and requirements of both internal and external customers.
Bachelor's Degree Holder but open for College Undergraduates
Experience required: 2-5 years in Customer Service industry;
Others: SAP R/3 experience but not required; experience or proficiency in MS Office Tools - MS Outlook; Excel, Word, SharePoint, SFDC.
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology 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 can 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.
While performing the duties of this job, the employee is also required to interact with a computer, and communicate with peers and co-workers. Travel may be required.
Additional Information
Posting Date: Jul 20, 2022
Travel: No
Medtronic

Taguig City, Metro Manila
Permanent
Full-time