Hybrid Customer Care & Order Operations Expert

KRK Medtronic BV (NLT); Heerlen; Hybrid; EUR 40,000 - 60,000; Full time

Job summary

Medtronic in Heerlen, Netherlands, is seeking a Customer Care Operations Expert to support end-to-end Offer-to-Cash across multiple European markets. You will ensure accurate, efficient and compliant execution and collaborate with Sales, Customer Care Shared Service Centers, Supply Chain, Finance, Logistics and Quality to deliver an outstanding customer experience.

The role requires problem-solving, process standardization, digitalization and continuous improvement in an international,

Qualifications

• Bachelor degree or equivalent professional experience.
• Experience in Customer Care, Order Management, Sales Support, Operations or a similar customer-facing operational environment
• Excellent verbal and written communication skills in both French & English
• Demonstrated problem-solving skills with a proactive and ownership-driven mindset
• Strong organizational and prioritization skills, with the ability to manage multiple priorities while maintaining quality and accuracy in a dynamic environment
• Comfortable working under pressure in a fast changing and fast paced environment
• Experience working with SAP or comparable ERP systems and Microsoft Office applications
• Analytical mindset with the ability to identify improvement opportunities and contribute to continuous improvement initiatives, digitalization and operational excellence
• Ability to work independently while contributing effectively within an international team
• Demonstrated willingness to learn new technologies, adapt to change and contribute to continuous improvement initiatives
• Additional valuable qualifications include knowledge of Lean, Continuous Improvement or process optimisation methodologies, as well as experience working in an international or shared services environment.
• Familiarity with CRM systems, Customer Interaction Centers (CIC), or similar customer service platforms would be advantageous.
• Additional European language skills are also considered a plus.

Responsibilities

• Serve as the primary operational contact for customers and business partners, building trusted relationships and delivering outstanding customer experience
• Manage the end-to-end Offer-to-Cash process, ensuring accurate, timely and compliant execution while balancing customer needs with operational excellence
• Take ownership of customer inquiries and operational issues, applying a first time-right mindset to deliver sustainable solutions and minimize rework
• Collaborate with Sales, Customer Care Shared Service Centres, Finance, Supply Chain, Logistics, Quality and other cross-functional partners to ensure seamless execution across the customer journey
• Guide customers and internal stakeholders towards available self-service and digital solutions, promoting adoption of the most efficient support channels and reducing unnecessary manual interactions
• Proactively identify operational risks, process inefficiencies and customer pain points, translating insights into improvement opportunities.
• Contribute to standardized ways of working by maintaining accurate process documentation, work instructions and knowledge sharing.
• Support continuous improvement initiatives by identifying trends, simplifying processes and contributing to digitalization, automation and operational excellence.
• Promote a culture of ownership, collaboration, quality and continuous improvement while contributing to a stable, scalable and customer-focused operation.

Skills

Customer Care

Order Management

Sales Support

Operations

Communication skills

Problem-solving

Analytical mindset

Team collaboration

Change adaptation

Education

Bachelor degree or equivalent

Tools

SAP

Microsoft Office

CRM systems

Job description

Medtronic in Heerlen, Netherlands, is seeking a Customer Care Operations Expert to support end-to-end Offer-to-Cash across multiple European markets. You will ensure accurate, efficient and compliant execution and collaborate with Sales, Customer Care Shared Service Centers, Supply Chain, Finance, Logistics and Quality to deliver an outstanding customer experience.

The role requires problem-solving, process standardization, digitalization and continuous improvement in an international,