Medtronic Customer Care (SAP) Transactions Specialist - Multilingual in Warsaw, Poland
Customer Care (SAP) Transactions Specialist - Multilingual
Warsaw, Mazowieckie, Poland
Jun 19, 2017
CUSTOMER CARE (SAP) TRANSACTIONS SPECIALIST - MULTILINGUAL
Place of work: Warsaw
MAIN PURPOSE OF THE JOB
•Use excellent communication and customer services skills to provide customers with accurate, consistent and timely operational support as part of Medtronic Order-To-Cash Back Office Shared Service Center, which includes processes (e.g. orders, disputes credits) as well as Supply Chain BO processes (e.g. cycle count), which may include basic analytical support.
•Provide high quality standard support services to the FO and Medtronic sales force by demonstrating a good knowledge of Medtronic products, tools, processes and policies with the ability to monitor information flows as well as resolving incoming issues.
•Contribute to the company goals in the areas of customer satisfaction.
MAIN JOB DUTIES/RESPONSIBILITIES
•Process Order Entry (e.g. automated, manual): creation in SAP, price availability, billing, archiving incl. sample demo orders
•Handle all incoming e-mails to dedicated mailboxes covering BO Shared Service Center processes (e.g. MMXII) in a timely manner
•Actively contribute to activity monitoring through a regular check of respective reports e.g. open order book/ allocation file/ open order reports etc.
•Ensure CRM tool is enriched with relevant customer specificities
•Act effectively to resolve various issues in cooperation with supervisor/ coordinator and other team members if required
•Contribute to Customer Complaint Management – which may include but not limited to logging a dispute when applicable, monitoring resolution, resolving or escalating the issue (through OFI and FSCM), including credit notes processing. Perform root cause analysis, apply corrective and/or preventive action/communication with supervisor at team level
•Support Cycle Count processing: booking updates, analysis, follow-up list creation, variances resolutions
•Provide all necessary administrative support to Inventory Management (e.g. adjustments, transfers, write offs)
•Perform inventory Cleaning Support activities: running reports, informing field force, updating in system
•Handle all types of returns management
•Participate in the maintenance of Master Data (requesting creation or change from RDA)
•Actively participate in department/organization project or initiative, may lead solution development for one of the areas
•Liaise closely with Logistics and Transport departments to coordinate efficient and timely processing of shipments and delivery
•Maintain professional communication with internal stakeholders and/ or clients to provide high quality service to customers
• English language skills at B2 level: spoken and written and additionally one of the following languages at B2/C1 level: German+ French, German, French, Dutch, Danish, Italian, Spanish/Portuguese
•System minded: MS package/ SAP system/ CISCO tools and FSCM
•Solid knowledge of international companies or Shared Service Centers processes, organization, tools (incl. Lean Six Sigma methodology) products ethical standards
•Minimum 1 year work experience in customer service role or shared services roles
•Experience of working in multicultural environment is an advantage
•Good communication skills (telephone e-mail) communicator and listener, articulating clear messages, ability to adapt message to targeted audience
•Solution driven Customer Focused, ability to adopt methods to achieve targets to overcome roadblocks
•Team player, able to work independently
•Ability to cope with stressful situation and to embrace change
•Strives for top quality
•Good Analytical skills Problem Solving Capabilities
•Ability to challenge current set-up and propose optimization to improve performance
•Follow procedures with good judgment capability
•Competitive salary and benefits package (medical care, health insurance, Benefit Systems),
•Employee Stock Purchase Program (ESPP) and performance annual bonus,
•Professional trainings, e.g. Lean Sigma Problem Solving Training, SAP system,
•Working with a great team of smart, energetic and passionate people.
•Exceptional opportunity to work in a multinational company which offers rewarding careers and professional working environment with a focus on training and development opportunities.
Medtronic offers you a professional, international, dynamical and high quality working environment, where personal development is stimulated and personal initiatives are encouraged. Your Development Plan will challenge you to further develop your personal skills and competencies and to build your career within our global organization.
Please include the following statement: I hereby authorize you to process my personal data included in my job application for the needs of the recruitment process (in accordance with the Personnel Protection Act from 2002, No. 101, pos. 926 with amendments).