Customer Service Rep III - 6 months contract

Medtronic; Brampton; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in healthcare is seeking a Customer Care Agent III to provide exceptional service throughout the order cycle. This role involves managing customer orders, maintaining relationships, and ensuring compliance with regulations. The ideal candidate will have extensive knowledge of products and a commitment to customer satisfaction.

Qualifications

• Broad knowledge of Medtronic products and services.
• Cross-functional training and mastery of core functions.

Responsibilities

• Provide world-class customer service throughout the order cycle.
• Manage web-based ordering and customer credits.
• Support multiple skill sets and cross-functionally trained tasks.

Skills

Customer Service

Problem Solving

Communication

Job description

At Medtronic, you can start a lifelong career of exploration and innovation while helping to champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

MAIN PURPOSE OF JOB

• The Customer Care Agent III is responsible and authorized to provide world-class customer service throughout the entire Medtronic order cycle, including successful entry and release of orders. This role involves proactive and accurate external customer order entry to meet or exceed customer relationship needs and business requirements. Primary order channels include phone, email, fax, and electronic orders, among others. As a Customer Care Agent II, the agent will have more cross-functional training, knowledge, and mastery of core functions. Customers may include healthcare providers, distributors, field sales reps, end users, and patients. This role supports company goals related to customer satisfaction, quality, accuracy, revenue growth, compliance, and asset management. The position also involves maintaining customer relationships to enhance Medtronic's competitive advantage. The agent should possess broad knowledge of Medtronic products and services and comply with internal policies, regulatory and financial requirements, and HIPAA regulations.

MAIN JOB DUTIES/RESPONSIBILITIES

1. Represent the company to external and internal customers, answer product-related questions, trace lost shipments, interpret and clarify customer orders for shipping, take orders or registrations, and connect customers to support or field staff when necessary.
2. Manage web-based ordering or registration, consult with management on customer credits, process returns for credit, identify quality complaints, and handle mail order price differentials.
3. Approve stock allocations in short supply, provide special price quotations and bids, and manage pricing allowances, deductions, and adjustments.
4. Manage inventories at customer facilities using EDI, forecasting, replenishment, and inventory systems, focusing on stock and allocation issues to maximize service levels.
5. Report complaints and Adverse Drug Reactions (ADR).
6. Process orders, credits, returns, and other related functions across all channels for standard and expedited orders.
7. Maintain comprehensive knowledge of Medtronic products and services.
8. Support higher complexity accounts and services such as concierge services, capitation/monthly billing, custom orders, and bulk orders.
9. Support multiple skill sets and cross-functionally trained tasks.
10. Follow company policies and procedures to deliver world-class customer service.
11. Research, track, and resolve issues, communicating with internal or external customers.
12. Determine corrective actions in problem situations, balancing customer satisfaction and financial costs.
13. Escalate problems that may impact customer satisfaction or revenue.
14. Collaborate with stakeholders to meet delivery schedules.
15. Introduce best practices and process improvements.
16. Support automation initiatives.