Customer Care Service Representative

SAD Medtronic Limited South Africa; Johannesburg; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Hybrid work environment

Medtronic Incentive Plan (MIP)

Job summary

Medtronic in Johannesburg, South Africa, seeks a seasoned Customer Care & Order Operations professional to manage the Order-to-Delivery cycle for designated customer accounts in a hybrid work setting.

The role emphasizes collaboration with internal and external stakeholders, driving timely issue resolution, and delivering excellent customer service through data-driven decision making and process improvements.

Qualifications

• Diploma required with 10+ years in customer service/order management.
• Experience managing end-to-end order processing and account support.
• Proficiency with MS Office and SAP ERP systems.
• Strong verbal and written communication; ability to interact with stakeholders.
• Able to prioritise multiple tasks amid changing requirements.

Responsibilities

• Serve as the primary operational contact for assigned customer accounts and manage day-to-day order management activities.
• Coordinate end-to-end Order-to-Delivery processes to support accurate order fulfilment and delivery performance.
• Resolve customer and operational enquiries by collaborating with cross-functional teams to achieve timely outcomes.
• Analyse operational data to identify trends, root causes, and opportunities for process improvement.
• Lead or support operational improvement initiatives and projects within established timelines.
• Monitor service performance metrics and implement corrective actions to address process gaps.
• Maintain compliance with established quality standards, procedures, and operational requirements.
• Contribute to standardisation efforts and continuous improvement initiatives that enhance customer experience and operational effectiveness.

Skills

Order management

Customer service

MS Office

Cross-functional collaboration

Education

Diploma

Tools

SAP ERP

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 Customer Care & Order Operations (CCOO) is responsible for delivering a seamless customer experience through effective order management, customer support, and operational execution. The team partners with customers and internal stakeholders to ensure accurate order processing, reliable delivery performance, and continuous improvement of Order-to-Delivery processes that support patient care and business objectives.

This position is based in Johannesburg, South Africa and operates in a hybrid work environment. As a Customer Care Service Representative, you will manage operational activities across the Order-to-Delivery cycle for designated customer accounts. The role requires close collaboration with internal and external stakeholders to ensure efficient order management, timely issue resolution, and consistent customer satisfaction. You will identify process improvement opportunities, support operational projects, and contribute to service excellence through data-driven decision making and effective execution.

Responsibilities

• Serve as the primary operational contact for assigned customer accounts and manage day-to-day order management activities
• Coordinate end-to-end Order-to-Delivery processes to support accurate order fulfilment and delivery performance
• Resolve customer and operational enquiries by collaborating with cross-functional teams to achieve timely outcomes
• Analyse operational data to identify trends, root causes, and opportunities for process improvement
• Lead or support operational improvement initiatives and projects within established timelines
• Monitor service performance metrics and implement corrective actions to address process gaps
• Maintain compliance with established quality standards, procedures, and operational requirements
• Contribute to standardisation efforts and continuous improvement initiatives that enhance customer experience and operational effectiveness.

Required Knowledge and Experience

• Diploma and 10+ years of experience in customer service, customer care, order management, or a related operational support function
• Experience managing end-to-end order processing and customer account support activities
• Proficiency with Microsoft Office applications and SAP enterprise resource planning (ERP) systems
• Demonstrated verbal and written communication skills with the ability to interact effectively with customers and cross-functional stakeholders
• Experience prioritising multiple tasks and managing changing business requirements.

Preferred Qualifications

• Experience supporting customer care, order management, or supply chain operations within the medical device, healthcare, pharmaceutical, or regulated industry sectors
• Experience leading operational improvement projects or process standardisation initiatives
• Knowledge of customer relationship management (CRM) processes and customer service best practices
• Experience using operational data and reporting tools to support decision making and performance improvement
• Demonstrated ability to identify root causes and implement sustainable process improvements.

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. 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.

Equal Employment Opportunity Statement

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.