Customer Care Representative

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain restore health and extend life. Our 95000 employees work across more than 150 countries to put patients first developing innovative medical technologies that improve the lives of 72 million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose growth and impact.

By joining Customer Care & Order Operations (CCOO) you will have a unique opportunity to improve the customer experience through technology innovation and operational excellence while contributing to our mission of serving patients. You will work in a collaborative cross-functional environment that offers exposure to multiple business areas and opportunities for professional growth across markets and cultures

As a Customer Care Service Representative you will manage complex and non-standard customer requirements throughout the end-to-end Order-to-Delivery cycle. You will serve as a trusted point of contact for assigned customers take ownership of operational issues through resolution and coordinate with Sales Supply Chain Logistics Warehouse Finance Credit Pricing Regulatory Quality and other stakeholders. You will also identify process gaps lead or support improvement projects monitor service performance and promote digital solutions and standardized working practices.

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

• Serve as the primary operational point of contact for designated customers and accounts building strong working relationships and ensuring clear proactive and professional communication.
• Manage complex customer inquiries order amendments delivery concerns pricing discrepancies rejected shipments back orders aging orders and other non-standard operational issues from receipt through resolution
• Coordinate end-to-end order execution including order validation order entry allocation and block follow-up delivery creation invoicing coordination proof-of-delivery follow-up and order closure
• Coordinate product returns by validating eligibility issuing return authorization information arranging collection where applicable monitoring warehouse receipt and inspection and supporting credit-note completion
• Monitor open blocked unallocated and aging orders; engage the appropriate stakeholders to remove obstacles and support timely delivery and billing
• Work closely with Logistics Warehouse and third-party service providers to confirm delivery requirements resolve dispatch issues monitor urgent shipments and obtain completed proof-of-delivery documentation.
• Follow applicable quality ethics privacy safety and healthcare compliance requirements with consistent focus on patient well-being

Required Knowledge and Experience:

• Diploma or bachelors degree in business administration Supply Chain Logistics Commerce or a related field or equivalent relevant professional experience.
• 7-10 years experience in customer care/service and order management
• Extensive experience in customer care customer operations order management supply chain operations or a related service environment; experience in healthcare medical devices pharmaceuticals or another regulated industry is preferred
• Strong practical knowledge of the Order-to-Cash or Order-to-Delivery cycle including order entry delivery coordination invoicing returns credits and customer issue resolution.
• Advanced working knowledge of SAP or a comparable ERP platform; experience with CRM case-management workflow e-commerce or automation tools is an advantage
• Excellent written and verbal communication skills in English; Arabic communication skills are highly desirable for the local customer environment

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.

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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.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).