Customer Service Representative V

Title: Customer Service Representative V

Location: Remote US


The Medical Surgical Group strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions.

We believe that when people from different cultures, genders, and points of view come together, innovation is the result — and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.

This will be a remote position, but the individual must support the respective time zone for the assigned territory.

A Day in the Life

In this role as a Regional Account Service Representative (RAS), you will drive end-to-end coordination of the customer experience for the commercial team supporting regional customers. This includes but is not limited to coordinating and expediting resolution of issues across the offer-to-cash value stream including: pricing/contracts, order entry, order management. The RAS will drive optimal coordination between various stakeholders including sales, customer service, pricing administration, logistics, and distribution (internal and external) with an objective of optimizing the customer experience.

You will work in conjunction with Field Sales Management, Commercial Operations, Offer Development and Pricing, Customer Service, Logistics, Distribution, Sales Administration and Customer Rebates and other stakeholders who influence the customer experience spectrum, to identify opportunities to enhance process and to monitor and drive enhancements to the customer experience.

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

  • Understand quotation generation and assist field sales throughout the process.
  • Dedicated Customer Service resource to improve efficiencies in capital, disposable order processing as well as contract processing.
  • Key internal stakeholders in streamlining workflow between field sales and corporate business partners.
  • Act a liaison between field sales and customer service to assist in product allocations, order tracking, suggested product substitutions, release dates, etc.
  • Identify opportunities to improve customer and item master data associated with the targeted accounts and products
  • Participate in the identification, design and implementation of continuous improvement across the value stream
  • Working knowledge or ability to learn the nuances, of Surgical Innovations (SI) products, procedures, pricing, customer service, served channels, markets, business processes, systems, and overall contracting function.
  • Critical thinking skills to interpret data and apply findings to identify solutions.
  • A proven track record of collaboration and results through matrixed cross-functional teams; proven track record of contract success and innovative solutions- oriented approach.
  • Proactively expedite the resolution of blocked/stuck orders in the specified territory.

Must Have: Minimum Requirements

High school diploma or equivalent

Minimum of 10 years of relevant experience in Customer Service or Logistics

Nice to Have

  • Bachelor’s Degree
  • Extensive working knowledge of SAP and associated transactions
  • Detailed order-entry/order-management process knowledge
  • Strong service acumen / positive, professional demeanor
  • Strong interpersonal skills, ability to communicate clearly and effectively through both verbal and written medium
  • Proficient in MS Office applications
  • Sales/Commercial experience
  • Ability to navigate the matrix

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 a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

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 plan. Learn more about Medtronic Incentive Plan (MIP) and benefits here.

The provided base salary range is used nationally (except in certain CA locations). The rate offered is compliant with federal/local regulations and may vary by experience, certification/education, market conditions, location, etc.

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