Location
Brampton, ON | Canada
Job description
Careers that Change Lives
Assume responsibility for the effective daily operation of [inbound or outbound] Customer Service workflow by providing hands on support to the Customer Service Representatives in the processing of products and services transactions, by supporting, leading, building and motivating the team.
- Develop and implement process improvements to increase customer satisfaction, effectiveness, and efficiency. Work with Quality and Training Specialist to identify and implement training and call flow processes and documentation.
- Drive manual transactional conversion to transactional automation or to stable processes to be transferred to Shared Services.
- Participates in KPIs reviews with Supervisor and Manager and takes responsibility for specific tasks / controls to improve team performance.
- Manage your own Customer portfolio and functions in accordance with AOP goals and objectives
A Day in the Life - 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.
- Responsible for reporting complaints and Adverse Drug Reactions (ADR)
- Processes orders received via multiple electronic channels and phones as assigned
- Serves as primary floor support for agents, Customer Service management and business partners and troubleshoots issues in daily order activities.
- Serves as a Subject Matter Expert on Medtronic products, services, systems and processes through project involvement
- Reviews regularly Medtronic Sales Support reporting trending and coaches and provides refresh training to team members to alleviate processing errors
- Participates in KPIs reviews with Supervisor and Manager and takes responsibility for specific tasks / controls to improve team performance.
- Adheres diligently to all areas of compliance and encourages the same in all interactions and endeavors.
- Demonstrate excellence in the provision of world class customer service through competent communication, issue resolution, coaching and mentorship.
- Fosters an environment of continuous improvement
- Handles customer and sales representative escalations and requests
- Collaborates with internal departments for coordination and the facilitation of business specific requirements and training
- Provides reporting, technical, and operational support
- Supports automation initiatives
- Responds accurately, promptly, and effectively with daily production activity issues and escalates to Supervisor as required
- Researches, tracks, and provides problem resolution relating to all orders and communicate to the appropriate internal/external stakeholder
- Communicates updates to the team of any process modifications or requirements
- Supports closing each day
- Performs other duties as assigned
Must Have: Minimum Requirements - KNOWLEDGE/EDUCATION
- Requires expert knowledge within a specific discipline typically gained through extensive work
experience and/or education
JOB EXPERIENCE
- Minimum of 10 years of relevant experience.
- SKILLS/COMPETENCIES
- English fluency for reading, writing, and speaking (French – if required)
- Composure: Ability to work in high-pressure situations and deals with conflict effectively
- Strong work ethic, sense of urgency and drive for results
- High degree of analytical, organizational and prioritization skills
- Strong interpersonal skills: ability to communicate clearly and effectively in both written
and verbal channels. Positive and professional demeanor
- Ability to problem solve and make sound decisions via critical thinking
- Strong ability to mentor others
_____________________________________________________________________________________
DESIRED/PREFERRED QUALIFICATIONS
KNOWLEDGE/EDUCATION
JOB EXPERIENCE
SKILLS/COMPETENCIES
- Strong interpersonal skills: ability to communicate clearly and effectively through both
verbal and written mediums
- Strong Customer Focus skills (listening, empathy, solution-focused)
- Flexibility to change
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- ERP experience – (example: SAP
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)
Job tags
Salary
