Customer Care Operations Expert with English language

Job description

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life Join our Medtronic Customer Care & Order Operations (CCOO) team and help redefine how medical technology reaches patients across Western Europe. In our rapidly evolving Specialized Services CCOO department, you will play a key role in strengthening customer experience, driving process quality, and supporting our Mission to patients every day.We are seeking a full-time Customer Care Operations Expert, to support all daily Offer-to-Cash activities. Working closely with sales, finance, transport, quality, and other internal teams, you help ensure accurate execution, smooth delivery, and the highest standards of patient safety.We are specifically looking for candidates that live within a maximum 80km radius of our Medtronic office in Heerlen, the Netherlands. After your fulltime training period at the office, you will have the opportunity to work in a hybrid model; depending on the country you live, the office based work will vary between 3 to 4 days, the other days you will work out of your home office. As of 1 July 2022, our government has communicated that cross-border employees must be present in the office by 80% of the working hours. Please note that for this position, relocation support is not provided. As a Customer Care Operations Expert, you are the expert contact for our customers and internal stakeholders across our Spinal and Aortic Operating Units. You take ownership for excellence across the entire Offer-to-Cash process — reducing complexity, identifying improvements, and delivering high-quality, reliable outcomes. You look beyond the immediate question and focus on what will strengthen the full chain. You’re someone who enjoys structure and clarity and thrives in an environment where processes improve. You bring forward ideas, challenge inefficiencies, and support a standardized, high-quality way of working. We are transitioning from traditional order handling to a specialist, quality-driven, and improvement-focused operation. Your role goes beyond processing orders as you help build stable operations, enable digital solutions, and enhance overall customer experience. If you thrive in solving complex issues, improving processes, driving automation, and working in a fast-paced, forward-moving environment, you will make a strong impact here. This team is for people who want to contribute to better ways of working and help shape a more reliable and efficient future for Customer Care & Order Operations. Responsibilities may include the following and other duties may be assigned: Serve as the single point of contact for business partners regarding OTC process execution, fostering strong, solution-oriented collaboration. Own the complete order cycle — from request to delivery — ensuring accuracy, process excellence, and a high-quality customer experience. Manage inquiries with a first-time-right mindset, aiming for efficient, stable outcomes that reduce rework. Resolve issues proactively, coordinating across functions, identifying root causes, and translating insights into business opportunities and service improvements. Build and maintain strong partnerships with customers and key internal stakeholders across Western Europe, including regional sales offices, sales teams, shared service centers, business units, finance, regulatory. Ensure structured and compliant documentation in instructional guides and SOPs, supporting process standardization and operational consistency. Contribute to our continuous improvement roadmap by spotting patterns, proposing improvements, and helping implement new ways of working using Lean Sigma principles. Champion a mindset of stability, quality, and continuous improvement in every interaction and decision. Required Knowledge and Experience: Bachelor degree Excellent verbal and written communication skills in English. Additional Nordic language would be a strong advantage Experience in customer service, order operations, sales support, or a similar environment A strong sense of ownership and problem-solving ability A continuous improvement mindset: you notice what can be better and act on it Proficiency in Microsoft Office (Outlook, Excel), ERP, SAP, other tracking tools Ability to prioritize, stay organized and adapt in a fast-paced, constantly changing environment with evolving standards Comfortable working under pressure while maintaining quality and accuracy A proactive, self-starting attitude with a focus on enabling smooth, stable operations Passionate about customer experience and aware of how operational efficiency impacts customer satisfaction We would prefer if you were proficient in project management methodologies (e.g., Agile, Lean, Scrum). Physical Job Requirements 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. Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Netherlands: 40,000.00 EUR - 60,000.00 EUR | This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). About Medtronic 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. Learn more about our business, mission, and our commitment to diversity here