Customer Service Rep II

Medtronic plc; Warszawa; Hybride; PLN 78 000 - 116 000; Plein temps

Avantages offerts par ce poste

Flexible hybrid work

Short-term incentive (MIP)

Competitive compensation

Medtronic benefits package

Résumé du poste

Medtronic plc in Warsaw is seeking a Customer Service Representative to manage customer cases with accuracy and speed, ensuring compliant resolutions within established SLAs. The role emphasizes collaboration across teams to improve service quality and operational efficiency.

The position follows a flex work model, combining remote and on-site work in Warsaw, with no regular travel. A short-term incentive plan (MIP) may apply, and SAP and MS Excel experience are preferred.

Qualifications

• High School Diploma or equivalent.
• 1+ year in customer care or similar role.
• Fluent in English (spoken and written).
• Experience with MS Office and handling multiple priorities.

Responsabilités

• Manage customer cases within the assigned scope and deliver timely, accurate, and compliant resolution.
• Resolve moderately complex customer inquiries independently and escalate where needed.
• Maintain accurate case documentation and ensure compliance with procedures and quality standards.
• Meet productivity, quality, and SLA targets while supporting daily operations.
• Collaborate with internal stakeholders to resolve customer requests and issues.
• Identify recurring trends and communicate findings to the team.
• Participate in training and knowledge-sharing activities.
• Provide coverage for peer responsibilities during absences.

Connaissances

Customer Care Experience

English Proficiency

Formation

High School Diploma

Outils

Microsoft Office

SAP

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

The Customer Care Operations function supports internal and external customers through the efficient management of customer inquiries, requests, and operational case resolution. The team plays a key role in maintaining service quality, operational excellence, and customer satisfaction by ensuring timely, accurate, and compliant support across business processes and systems. This position is based in Warsaw, Poland and follows a Flex work model, combining remote and on-site work based on business and team requirements. No regular travel is required for this role. The Customer Service Representative provides day-to-day operational support by managing customer cases within the assigned scope and ensuring timely, accurate, and compliant resolution. The role requires working independently on moderately complex customer requests, supporting team operations, maintaining service quality standards, and contributing to continuous process improvement initiatives.

Primary Responsibilities

• Manage customer cases within the assigned scope and deliver timely, accurate, and compliant resolution.
• Resolve moderately complex customer inquiries independently and elevate issues requiring additional expertise.
• Maintain accurate case documentation and ensure compliance with established procedures, policies, and quality standards.
• Meet productivity, quality, and service level agreement (SLA) targets while supporting daily operational activities.
• Collaborate with internal stakeholders and team members to resolve customer requests and operational issues.
• Identify recurring trends, process gaps, and customer concerns and communicate findings to senior team members and the Team Coordinator.
• Participate in team meetings, training activities, and knowledge-sharing initiatives to support operational effectiveness.
• Provide coverage for peer responsibilities during absences and support transition of activities when required.

Required Qualifications

• High School Diploma and 1+ year of experience in Customer Care, Customer Service, Shared Services, or a customer-facing operational environment.
• Proficiency in spoken and written English.
• Experience managing multiple priorities and meeting defined service level and productivity targets.
• Experience investigating and resolving customer issues using established processes and procedures.
• Experience working with business systems and Microsoft Office applications.

Preferred Qualifications

• Experience using SAP in a customer service or shared services environment.
• Experience using Microsoft Excel for data analysis, reporting, or operational support.
• Experience supporting case management processes within a multinational organization.
• Knowledge of customer care operations, compliance requirements, and service quality standards.
• Experience identifying process improvement opportunities and operational efficiencies.

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: Poland: 77,600.00 PLN - 116,400.00 PLN | 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. 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 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 setting is 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.