Customer Care Operations Expert with English language

Medtronic; Heerlen; On-site; EUR 45,000 - 60,000; Full time

Job summary

Medtronic is seeking a dedicated Customer Care Operations Expert in Heerlen, Netherlands. This full-time role involves managing the Offer-to-Cash process, enhancing customer experience, and ensuring high-quality service delivery.

The candidate should have a Bachelor’s degree, excel in problem-solving, and be proficient in English, with additional Nordic language skills as a plus. This position offers a hybrid working model after initial training at the office.

Qualifications

• Excellent verbal and written communication skills in English; proficiency in a Nordic language is an advantage.
• Experience in customer service, order operations, or sales support.
• Ability to prioritize and stay organized in a fast-paced environment.

Responsibilities

• Serve as the single point of contact for process execution.
• Own the complete order cycle from request to delivery.
• Build and maintain partnerships with customers and internal stakeholders.

Skills

Customer service

Problem-solving

Microsoft Office

Communication in English

Continuous improvement mindset

Education

Bachelor degree

Tools

ERP

SAP

Job description

Join our Medtronic Customer Care & Order Operations (CCOO) team and help redefine how medical technology reaches patients across Western Europe. In our rapidly evolving Specialized Services CCOO department, you will play a key role in strengthening customer experience, driving process quality, and supporting our Mission to patients every day.

We are seeking a full-time Customer Care Operations Expert to support daily Offer-to-Cash activities. Working closely with sales, finance, transport, quality, and other internal teams, you will help ensure accurate execution, smooth delivery, and the highest standards of patient safety.

We are specifically looking for candidates who live within a maximum 80 km radius of our Medtronic office in Heerlen, the Netherlands. After your full-time training period at the office, you will have the opportunity to work in a hybrid model; depending on the country you live in, office-based work will vary between 3 to 4 days, with the other days worked from your home office. As of 1 July 2022, cross-border employees must be present in the office for 80% of working hours. Please note that relocation support is not provided for this position.

As a Customer Care Operations Expert, you are the expert contact for customers and internal stakeholders across our Spinal and Aortic Operating Units.

You take ownership of excellence across the entire Offer-to-Cash process — reducing complexity, identifying improvements, and delivering high-quality, reliable outcomes. You look beyond the immediate question and focus on what will strengthen the full chain. You’re someone who enjoys structure and clarity and thrives in an environment where processes improve. You bring forward ideas, challenge inefficiencies, and support a standardized, high-quality way of working. We are transitioning from traditional order handling to a specialist, quality-driven, and improvement-focused operation.

Your role goes beyond processing orders as you help build stable operations, enable digital solutions, and enhance overall customer experience.

If you thrive in solving complex issues, improving processes, driving automation, and working in a fast-paced, forward-moving environment, you will make a strong impact here. This team is for people who want to contribute to better ways of working and help shape a more reliable and efficient future for Customer Care & Order Operations.

Responsibilities may include the following and other duties may be assigned:

• Serve as the single point of contact for business partners regarding OTC process execution, fostering strong, solution-oriented collaboration.
• Own the complete order cycle — from request to delivery — ensuring accuracy, process excellence, and a high-quality customer experience.
• Manage inquiries with a first-time-right mindset, aiming for efficient, stable outcomes that reduce rework.
• Resolve issues proactively, coordinating across functions, identifying root causes, and translating insights into business opportunities and service improvements.
• Build and maintain strong partnerships with customers and key internal stakeholders across Western Europe, including regional sales offices, sales teams, shared service centers, business units, finance, and regulatory.
• Ensure structured and compliant documentation in instructional guides and SOPs, supporting process standardization and operational consistency.
• Contribute to our continuous improvement roadmap by spotting patterns, proposing improvements, and helping implement new ways of working using Lean Sigma principles.
• Champion a mindset of stability, quality, and continuous improvement in every interaction and decision.

Required Knowledge and Experience:

• Bachelor degree
• Excellent verbal and written communication skills in English. An additional Nordic language would be a strong advantage.
• Experience in customer service, order operations, sales support, or a similar environment
• A strong sense of ownership and problem-solving ability
• A continuous improvement mindset: you notice what can be better and act on it
• Proficiency in Microsoft Office (Outlook, Excel), ERP, SAP, and other tracking tools
• Ability to prioritize, stay organized, and adapt in a fast-paced, constantly changing environment with evolving standards
• Comfortable working under pressure while maintaining quality and accuracy
• A proactive, self-starting attitude with a focus on enabling smooth, stable operations
• Passionate about customer experience and aware of how operational efficiency impacts customer satisfaction

We would prefer if you were proficient in project management methodologies such as Agile, Lean, or Scrum.

Medtronic is a global healthcare technology company focused on solving challenging health problems. Our Mission — to alleviate pain, restore health, and extend life — unites a global team working to generate real solutions for real people.