Customer Service Rep III - 6 months contract

CAN Medtronic Canada ULC; Canada; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative III to enhance healthcare access through exceptional customer service. In this role, you will manage customer inquiries, process orders, and ensure satisfaction while maintaining compliance with regulations. This position offers an opportunity to contribute to a mission-driven organization that values innovation and inclusivity. Join a team that is dedicated to improving lives through technology and customer engagement, and be part of a culture that encourages growth and collaboration.

Benefits

Flexible Benefits Package

Competitive Salary

Career Development Opportunities

Qualifications

• Minimum of 4 years of relevant experience in customer service.
• Broad practical knowledge of operational systems and practices.

Responsibilities

• Provide world-class customer service for the complete order cycle.
• Manage web-based ordering and customer inquiries effectively.

Skills

Fluently Bilingual English and French

Strong computer navigation skills

Ability to work in high-pressure situations

Problem-solving skills

Strong interpersonal skills

Education

Post-secondary diploma or degree

Tools

Microsoft Office applications

SAP

Job description

Customer Service Rep III - 6 months contract page is loaded

Customer Service Rep III - 6 months contract

Apply remote type Hybrid locations Brampton, Ontario, Canada time type Full time posted on Posted 2 Days Ago time left to apply End Date: May 23, 2025 (11 days left to apply) job requisition id R29908

At Medtronic you can begin a life-long career of exploration and innovation, while helping 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 has the responsibility and authority to provide world classcustomer service for the complete Medtronic order cycle through successful entry andrelease of orders. This role provides proactive and accurate external customer orderentry to ensure customer relationship needs and business requirements are met orexceeded. The primarily order channels include phone, email, fax and electronicorders, as well as other channels as applicable. As a Customer Care Agent II, the agentwill have more cross-functional training and knowledge and mastery of core functions.Customers may include healthcare providers, distributors, field sales reps, end usersand patients. This role facilitates company goals in the areas of customer satisfaction,quality, accuracy, revenue growth, compliance and asset management. This positionalso maintains customer relationships to increase and sustain Medtronic's overallcompetitive advantage. The agent possesses a broad knowledge of Medtronicproducts and services and complies with internal Medtronic policies and procedures,regulatory and financial requirements and HIPAA requirements.

MAIN JOB DUTIES/RESPONSIBILITIES (may include the following and other duties maybe assigned):
• Represents company to external and internal customers, answers product-relatedquestions, traces lost shipments, interprets and clarifies customer orders for theshipping department, takes orders or registrations, and when necessary may connectcustomers to appropriate support or field staff

• May manage web-based ordering or registrations, confers with management regardingcustomer credits, returns goods for credit, identifies quality assurance complaints, andwrites price differentials on mail orders.
• May approve allocation of stock in short supply, special price quotations and bids,pricing allowances, deductions and adjustments.
• May manage inventories at customer facilities using EDI (electronic data interchange),forecasting, replenishment and inventory systems, focusing on stock and allocationissues to maximize service levels.
• Responsible for reporting complaints and Adverse Drug Reactions (ADR)
• Completes assigned work in areas of processing orders, credits, returns and otherorder related functions via all applicable channels for both standard and expeditedorders.
• Maintains comprehensive knowledge of Medtronic products and services.
• Supports higher complexity accounts and services (e.g. concierge services,
capitation/monthly billing, custom orders, bulk orders, etc.).
• Able to support multiple skill sets and cross functionally trained.
• Utilizes company policies and procedures while providing world class customerservice.
• Researches, tracks, and provides problem resolution to issues and communicates tothe appropriate internal or external customer.
• Determines corrective course of action in problem situations, balancing customersatisfaction and financial costs.
• Properly escalates problem situations that may impact customer satisfaction and orrevenue.
• Works with stakeholders to meet schedule delivery requirements.
• Brings forth best practices ideas and process improvements.
• Supports automation initiative

CAREER STREAM:
Individual contributors who provide organizational related support or service (administrativeor clerical) for other members within the organization. The majority of time is spent in thedelivery of support services or activities, typically under supervision

DIFFERENTIATING FACTORS:

Autonomy: Seasoned individual contributor who provides assistance and training to lowerlevel employees. Performs a wide variety of non-routine clerical and administrative tasks andmay support special projects or assignments. Works under limited supervision.
Organizational Impact: Works to deliver day-to-day objectives with significant impact onachievement of results for the job area Work involves obtaining or providing information ordata requiring some explanation or interpretation. Work consists of tasks that are typically notroutine.
Innovation and Complexity: Makes minor changes in systems and processes to solveproblems or improve effectiveness of job area. Expected to independently propose solutionsto problems for manager review.
Communication and Influence: Communicates typically with internal and external contacts. Obtains and provides information on matters of moderate importance to the job area.
Leadership and Talent Management: Responsible for providing guidance, coaching andtraining to other employees within job area.
Required Knowledge and Experience: Requires broad practical knowledge of operationalsystems and practices typically gained through extensive experience and/or education.
Requires minimum of 4 years of relevant experience.

REQUIRED QUALIFICATIONS
KNOWLEDGE/EDUCATION
• Broad practical knowledge of operational systems and practices typically gainedthrough extensive experience and/or education.

JOB EXPERIENCE
• Minimum of 4 years of relevant experience.

SKILLS/COMPETENCIES
• Fluently Bilingual English and French.
• Strong computer navigation skills, ability to work in multiple applications
simultaneously.
• Composure: Ability to work in high-pressure situations and deals with conflict
effectively.
• Identify and escalate opportunities.

• Individual results must meet or exceed department KPIs for a minimum of 6 months.

DESIRED/PREFERRED QUALIFICATIONS
KNOWLEDGE/EDUCATION
• Post-secondary diploma or degree

JOB EXPERIENCE
• 2 years in Customer Service role

SKILLS/COMPETENCIES
• Strong interpersonal skills; ability to communicate clearly and effectively through bothverbal and written mediums.
• Positive and professional demeanor.
• Strong customer focus skills (listening, empathy, solution-focused.)
• Ability to problem-solve and make sound decisions via critical thinking.
• Strong work ethic, sense of urgency and drive for results.
• Flexibility to change.
• Ability to work a flexible schedule or extra hours due to business demands (e.g.Quarter End).
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• SAP experience.
• Strong typing skills.
• Experience working in a diverse environment

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 successfullyperform the essential functions of this job. Reasonable accommodations may be madeto 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 beindependently mobile. The employee is also required to interact with a computer andcommunicate with peers and co-workers.

Medtronic Canada strives through our vision to build a culture of inclusiveness through ourcommitment to employment equity and diversity. Discrimination is prohibited on any groundsprotected under Canadian Human Rights legislation. Employment applications are encouragedfrom all members of our community. Upon request, candidates with disabilities will beaccommodated during the recruitment process

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.

Benefits & Compensation

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.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here

Who We Are

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.

We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

What We Do

We change lives. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.

We build extraordinary solutions as one team. With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.

This life-changing career is yours to engineer. By bringing your ambitious ideas, unique perspective and contributions, you will…

Build a better future, amplifying your impact on the causes that matter to you and the world

Grow a career reflective of your passion and abilities

Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

How We Are Different

These commitments set our team apart from the rest:

Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.

Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.

Better outcomes for our world. Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.

Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here .

For updates on job applications, please go to the candidate login page and sign in to check your application status.