About the Role
Customer Service Representative V in Mansfield, Massachusetts
Careers that Change Lives
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