Customer Care Representative

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About the role

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 95,000 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. A Day in the Life 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 bachelor’s 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

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