Customer Service Representative ivMedtronic

Careers that Change Lives
Medtronic APAC Customer Care and Supply Chain team is the main point of contact for all Medtronic customers - patients, healthcare professionals, hospital administrators, buyers, group purchasing organizations; including Medtronic sales and marketing; service support teams. The team is responsible for delivering exceptional customer experience, and provide quality support services for our business partners to maximize value within the organization.
Customer care and supply chain teams is accountable for ensuring all orders are processed and meets Medtronic's audit/regulatory controls and business guidelines across all business groups; the team seeks to drive revenue recognition and optimize customer satisfaction by acting as the single point of contact (SPOC); processing SAP transactions/order entry; managing back order and deliveries; revenue maximization and timely invoice dispute resolution.
A Day in the Life
POSITION RESPONSIBLITIES/KEY ACCOUNTABILITIES:
Solid understanding of transactional and general SAP activities, Salesforce.com, Sharepoint, etc.
Coordinates with internal stakeholders and customers on pre and post sales order processing transactions
Processes standard purchase orders from all internal and external customers via phone, fax, email, hand delivered, and system generated, into the SAP order entry system for shipment and invoicing
Responsible for data management, archiving and updating of purchase order, emails and customer information
Manages purchase order recognition, sorting, recording and distribution
Performs unclean and same day order entry analysis;
Executes and troubleshoots Supply Chain transactions using SAP and other tools in order to perform day-to-day activities
Performs Inventory Sharing within the region
Investigates, troubleshoots and coordinates with relevant parties to close customer issues
Handles and coordinates urgent overnight deliveries, returns and replacements
Analyzes and resolves AR invoice disputes to support Free Cash Flow
Initiates requests for customer account setup of update in customer master data
Manages stock replenishment for the Sales Reps (PAR Replenishment Processing)
Performs Backorder/Backlog Management activities such as demand matching, checking of inventory, and allocation of stocks
Evaluates billing block reports and actions accordingly
Responsible for orders to be received at the warehouse for next day delivery
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
Leads or participates in process improvement initiatives and projects
Engages in thought leadership and provides input for process improvements and efficiencies
Drives and maximizes revenue recognition within the assigned hospital and customer orders.
Engages in thought leadership and provides input for process improvements and efficiencies
Supports BU's objectives, revenue growth activities and operational excellence
Process and troubleshoot EDI orders (ZOR, KB, KE);
Responsible for processing PO Pending orders; DIB Wholesale and Demo Orders;
Process product returns via ZRE;
Various BU Mailbox management (e.g. RS SYD NDSS, RS-SYD CS Fax, RS-NZ, RS ANZ Sales Structure);
AUTHORITY:
Authorized to immediately record and report to your Supervisor and the Snr. Manager for Customer Service or their delegate:
- On any errors and/or defects which may occur from the improper performance of your job or colleagues' job; and
- To ensure appropriate corrective action is initiated to prevent a recurrence
Unless authorized by Finance, you have no financial authority
ATTRIBUTES:
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 BU 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.
Must Have: Minimum Requirements
Minimum of 6 years of relevant experience
Your Profile
Education required: relevant university or college degree;
Experience required: 2-4 years; order management or relevant experience;
Others: SAP R/3 experience but not required; experience or proficiency in MS Office Tools - MS Outlook; Excel, Word, SharePoint, SFDC.
Other Comments or Requirements
Some out of hours work will be required.
Some international travel will be required (regularly / occasionally).
May need to render shift catering to Australia and New Zealand markets/South East Asia Markets.
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)