Associate Customer Experience Specialist with Finnish language

Medtronic plc; Netherlands; Hybrid; EUR 44,000 - 66,000; Full time

Job summary

Medtronic plc in Netherlands is hiring an Associate Customer Experience Specialist to strengthen relationships with customers, Sales and Operating Units across Nordics and UK/I markets. This hybrid role requires 3–4 days in office and relocation support is not provided.

You will manage inquiries via phone, email and digital channels, coordinate solutions, and use SAP and CIC to ensure reliable follow-through while driving process improvements and digital self-service adoption.

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.
• Ability to coordinate multiple stakeholders and priorities, including complex or time-critical customer situations.
• Knowledge of SAP and/or CIC is an advantage.

Responsibilities

• Build trusted relationships with customers, Sales and Operating Unit stakeholders through proactive communication.
• Manage customer and Sales inquiries across email, phone and digital channels.
• Coordinate complex inquiries, service incidents and escalations across functions.
• Support end-to-end Incident management and root-cause follow-up.
• Identify opportunities to improve customer experience using feedback and metrics.

Skills

Customer Care experience

Excellent communication

Stakeholder management

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

SAP

CIC

Job description

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).