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Customer Service Representative (18-month contract) - Brampton, ON #352968

Company: Medtronic

Date: 10/19/2019

City: Brampton, ON

Customer Service Representative (18-month contract)


Brampton, Ontario, Canada

Requisition #:


Post Date:

18 hours ago

Careers that Change Lives

Bring your talents to a leader in medical technology and healthcare solutions. Rooted in our long history of mission-driven innovation, our medical technologies open doors. We support your growth with the training, mentorship, and guidance you need to own your future success. Join us for a career that changes lives.

A Day in the Life

The Customer Care Agent has the responsibility and authority to provide world class customer service for the complete Medtronic order cycle through successful entry and release of orders. This role provides proactive and accurate external customer order entry to ensure customer relationship needs and business requirements are met or exceeded. The primarily order channels include phone, email, fax and electronic orders, as well as other channels as applicable. As a Customer Care Agent, this individual will have more cross-functional training and knowledge and mastery of core functions. Customers may include healthcare providers, distributors, field sales reps, end users. This role facilitates company goals in the areas of customer satisfaction, quality, accuracy, revenue growth, compliance and asset management. This position also maintains customer relationships to increase and sustain Medtronic's overall competitive advantage. The agent possesses a broad knowledge of Medtronic products and services and complies with internal Medtronic policies and procedures, regulatory and financial requirements and PIPEDA requirements.

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

  • Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.

  • May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.

  • May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.

  • May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.

  • Completes assigned work in areas of processing orders, credits, returns and other order related functions via all applicable channels for both standard and expedited orders.

  • Maintains comprehensive knowledge of Medtronic products and services.

  • Supports higher complexity accounts and services (e.g. concierge services, capitation/monthly billing, custom orders, bulk orders, etc.).

  • Able to support multiple skill sets and cross functionally trained.

  • Utilizes company policies and procedures while providing world class customer service.

  • Researches, tracks, and provides problem resolution to issues and communicates to the appropriate internal or external customer.

  • Determines corrective course of action in problem situations, balancing customer satisfaction and financial costs.

  • Properly escalates problem situations that may impact customer satisfaction and or revenue.

  • Works with stakeholders to meet schedule delivery requirements.

  • Brings forth best practice ideas and process improvements.

  • Supports automation initiative.

  • Responsible for reporting Adverse Drug Reactions (ADR).

Must Have: Minimum Requirements

  • Requires full job knowledge of systems and procedures obtained through prior work experience or education.

  • Requires minimum of 2 yearscustomer facing Customer Service or Contact Center experience.

  • Fluently Bilingual English and French.

  • Strong computer navigation skills, ability to work in multiple applications simultaneously.

  • Composure: Ability to work in high-pressure situations and deals with conflict effectively.

  • Identify and escalate opportunities.

  • Individual results must meet or exceed department KPIs for a minimum of 6 months.

Nice to Have

  • A Bachelor Degree is preferred.

  • Strong interpersonal skills; ability to communicate clearly and effectively through both verbal and written mediums.

  • Positive and professional demeanor.

  • Strong customer focus skills (listening, empathy, solution-focused.)

  • Ability to problem-solve and make sound decisions via critical thinking.

  • Strong work ethic, sense of urgency and drive for results.

  • Flexibility to change.

  • Ability to work a flexible schedule or extra hours due to business demands (e.g. Quarter End rotational Late Shift).

  • Proficient in Microsoft Office applications (Word, Excel, Powerpoint, Outlook).

  • SAP experience.

  • Strong typing skills.

  • Experience working in multi-cultural environment.

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Physical Job Requirements

·The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with acomputer, and communicate with peers and co-workers.

Medtronic Canada strives through our vision to build a culture of inclusiveness through our commitment to employment equity and diversity. Discrimination is prohibited on any grounds protected under Canadian Human Rights legislation. Employment applications are encouraged from all members of our community. Upon request, candidates with disabilities will be accommodated during the recruitment process.

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.

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