Associate Customer Experience Specialist with Finnish language

Medtronic plc; Heerlen; Hybride; EUR 44 000 - 66 000; Plein temps

Avantages offerts par ce poste

Incentive plan (MIP)

Hybrid work environment

Competitive benefits package

Résumé du poste

Medtronic plc is seeking an Associate Customer Experience Specialist to strengthen relationships with customers, Sales and Operating Units across the Nordics and/or UK/I markets. You will coordinate inquiries via phone, email and digital channels and drive end-to-end issue resolution in a multinational, hybrid work setting at Heerlen.

You will work with SAP, CIC and Offer-to-Cash processes to coordinate complex inquiries and ensure reliable follow-through, while sharing knowledge to enable

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience in Customer Care, Customer Experience, Operations or another customer-facing environment.
• Strong communication and interpersonal skills, including active listening and relationship-building.

Responsabilités

• Build and maintain trusted relationships with assigned customers, Sales and Operating Unit stakeholders through regular, proactive and professional communication.
• Manage and coordinate customer and Sales inquiries across email, phone and digital channels, ensuring timely, high-quality responses.
• Act as an orchestration and escalation point for complex customer matters, service incidents, orders and deviations, coordinating across functions to ensure prioritization and resolution.
• Support end-to-end incident management, including complaint intake, cross-functional coordination, root-cause follow-up and preventive actions.
• Use customer feedback and operational insights to identify recurring themes and opportunities to improve customer experience.
• Proactively monitor customer-impacting topics, including disputes, open orders, invoicing, returns and carrier performance.

Connaissances

Fluent in Finnish

Fluent in English

Excellent communication

Customer relationship mindset

Analytical thinking

Cross-functional collaboration

Formation

Bachelor's degree or equivalent professional experience

Outils

SAP

Customer Interaction Center (CIC)

Description du poste

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 Join our Medtronic Customer Care organization and help shape the future of customer experience across Western Europe. Customer Care is evolving into a specialist organization where strong customer relationships, proactive communication, cross-functional orchestration and continuous improvement are key to delivering a consistent, personalized and high-quality experience for our customers and business partners. As an Associate Customer Experience Specialist, you build and strengthen trusted relationships with customers, Sales and Operating Units across the Nordics and/or UK/I markets. You combine customer understanding, strong communication skills and operational knowledge to anticipate customer needs, coordinate solutions and ensure reliable follow-through. Working closely with cross-functional teams, you manage customer inquiries, coordinate the resolution of complex issues and service incidents, and identify opportunities to improve customer experience, processes and digital self-service adoption. If you enjoy building relationships, solving problems and bringing people together to create solutions, this role offers an opportunity to develop your Customer Experience expertise in an international environment. Following your full‑time onboarding at our Heerlen office, this hybrid position requires 3–4 days of office presence per week. Relocation support is not provided. Your day focuses on building and strengthening customer relationships across the Nordics and/or UK/I markets. Through regular contact via phone, email and digital channels, you manage customer and Sales inquiries, understand their needs and ensure reliable follow‑up. You combine customer understanding, strong communication and operational knowledge to anticipate needs, coordinate solutions and ensure customers experience Medtronic as one connected organization. You act as a key link between customers and internal teams, using your knowledge of SAP, Customer Care and end‑to‑end Offer‑to‑Cash processes to coordinate complex inquiries, patient‑critical requests, service incidents and escalations. You work closely with Sales, Operating Units, Order Operations and other functions to ensure clear ownership and timely resolution. You look beyond individual cases, identify recurring issues and work with others to prevent them from happening again. You proactively identify changing customer needs and opportunities to improve the customer experience. You bring the voice of the customer into internal discussions, using feedback, NPS and operational insights to identify improvement opportunities and work with other teams on sustainable solutions. You also support customers and Sales in adopting new processes, digital tools and self‑service solutions by sharing knowledge, explaining changes and gathering feedback to ensure these improvements make it easier to work with Medtronic.

Primary Responsibilities

• Build and maintain trusted relationships with assigned customers, Sales and Operating Unit stakeholders through regular, proactive and professional communication, developing a strong understanding of their needs, priorities and ways of working.
• Manage and coordinate Customer and Sales inquiries across email, phone and digital channels, including Taxi and Patient‑Critical requests, ensuring timely, high‑quality responses and consistent follow‑through.
• Act as an orchestration and escalation point for complex customer matters, service incidents, orders and deviations, coordinating across functions to ensure prioritization, clear ownership and resolution.
• Support end‑to‑end Incident management, including customer complaint intake, cross‑functional coordination, root‑cause follow‑up, preventive actions and closure.
• Use customer feedback, NPS/CES and operational insights to identify recurring themes, risks and opportunities to improve the customer and Operating Unit experience.
• Proactively monitor customer‑impacting operational topics, including disputes, open orders, invoicing, returns and carrier performance, identifying trends and coordinating preventive follow‑up with the appropriate teams.
• Enable customers and Sales through knowledge sharing, onboarding and change management, actively promoting process adherence, self‑service, digital capabilities, touchless processing and standardized ways of working.
• Support Customer Information Database gatekeeping by helping ensure data integrity, appropriate governance and adherence to agreed processes.
• Contribute customer and market insights to cross‑functional initiatives and projects, helping improve customer experience, processes, digital solutions and system design.
• Demonstrate strong accountability and ownership by taking responsibility for customer topics, following through on commitments and driving actions to closure, while promoting collaboration, continuous improvement and learning.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience in Customer Care, Customer Experience, Operations or another customer‑facing environment.
• Fluent in Finnish and English, both written and spoken.
• Excellent communication and interpersonal skills, including active listening, perspective‑taking and the ability to build trusted customer and stakeholder relationships.
• Strong customer relationship mindset, with the ability to understand needs, influence constructively and support positive Customer and Sales interactions.
• Strong accountability and ownership, with reliable follow‑through, closure orientation and commitment to results.
• Analytical and critical‑thinking skills, with a preventive and problem‑solving mindset and the ability to recognize underlying issues and trends.
• Ability to coordinate multiple stakeholders and priorities, including complex or time‑critical customer situations, while maintaining clear communication.
• Good understanding of end‑to‑end Offer‑to‑Cash processes and operational workflows; experience with SAP and/or Customer Interaction Center (CIC) is an advantage.
• Digital fluency, adaptability and curiosity, with an affinity for automation, AI‑enabled solutions, self‑service and continuous learning.

Preferred Qualifications

• Lean Six Sigma Yellow Belt, Green Belt or experience with DMAIC or other structured problem‑solving and continuous improvement methodologies.
• Experience with customer relationship management, Voice of Customer, NPS/CES or customer experience improvement.
• Experience with digital customer solutions, self‑service or AI‑enabled workflows.

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.

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Netherlands: 44,000.00 EUR - 66,000.00 EUR | The final salary within this range will be determined based on objective, job‑related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.

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

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. 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.

Life‑transforming technologies. No matter your role, you contribute to technologies that transform lives. 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.