Careers that Change LivesMedtronic APAC Customer Care and Supply Chain team is the main point of contact for all Medtronic customers – patients, healthcare professionals, hospital administrators, buyers, group purchasing organizations; including Medtronic sales and marketing; service support teams. The team is responsible for delivering exceptional customer experience, and provide quality support services for our business partners to maximize value within the organization.Customer care and supply chain teams is accountable for ensuring all orders are processed and meets Medtronic’s audit/regulatory controls and business guidelines across all business groups; the team seeks to drive revenue recognition and optimize customer satisfaction by acting as the single point of contact (SPOC); processing SAP transactions/order entry; managing back order and deliveries; revenue maximization and timely invoice dispute resolution.A Day in the lifeResponsibilities may include the following and other duties may be assigned
Solid understanding of transactional and general associate supply chain analysts’ SAP functional activities (ZOR, KE, KB, ZCC1, ZKA, ZRE);
Account/hospital specific order processing;
Receive and process all purchase orders from all internal and external customers via fax ,email, hand delivered and system generated
Order to deliver – logistics & planner coordination;
Processes write in/write off transactions;
Handles MMX Transfers; expiring spot quote;
Proactively provides or responds to ETA Queries;
Responsible for order to cash issue resolution;
Action, manage and respond to various Country and BU Mailbox emails;
Process Credits Transactions (KR/CR) after investigation and approval.
Ensure all warehouse orders received according to identified cutoff are entered into SAP for next day delivery;
Process service billings and PAR approvals;
Responsible for Inventory Cleaning Support – run inventory related reports, inventory sharing and transfer; informing field inventory and sales representative and country/BU stakeholders and perform relevant SAP transactions.
Ensure team lead / customer service supervisor are kept informed of any irregularities or non –conformance;
Establishes effective long-term relationships and high-level of satisfaction with internal and external customer and key stakeholders at assigned group of customer accounts or country, business unit;AUTHORITY:
Authorized to immediately record and report to your Supervisor and the Snr. Manager for Customer Service or their delegate:
On any errors and/or defects which may occur from the improper performance of your job or colleagues’ job; and
To ensure appropriate corrective action is initiated to prevent a recurrence
Unless authorized by Finance, you have no financial authorityAttributes:
Attention to detail : ability to process high volume of orders accurately and for extended periods; able to pay close attention to detail with a high degree of accuracy; able to perform routine tasks accurately; able to maintain records and files for easy access and retrieval; ensures compliance to all applicable policies and processes; protocols and guidelines set by the business unit;
Effective analytical and problem solving skills : should demonstrate effective analytical skills to comprehensively analyze and interpret BU policies; procedures and situations in a multifaceted way and possess solid problem-solving skills to develop/suggest innovative solutions to complex issues; assesses situations and identifies problems, explores possible solutions as guided by established policies; evaluates and makes recommendations or decisions; knows where and how to access the right data for the task; pursues leads for additional information.
Technical communication and presentation : must possess effective and professional communication skills with the ability to act as resource person or contact; writing skills sufficient to compose and edit a variety of documents/communications observing correct spelling, grammar and cohesion; able to pay close attention to detail and proofread work carefully. Recognizes cultural differences with respect to communication;
Customer Service : builds and maintains customer satisfaction; goes beyond service expectation; commits to meeting expectations and requirements of both internal and external customers.Must Have: Minimum Requirements
Minimum of 4 years of relevant experience
Additional Requirements
Bachelor's Degree Required
Education required: relevant university or college degree;
Experience required: 2-4 years; order management or relevant experience;
Others: SAP R/3 experience but not required; experience or proficiency in MS Office Tools – MS Outlook; Excel, Word, Share point.
Some out of hours work will be required.
Some international travel will be required (regularly / occasionally).
About MedtronicTogether, 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 RequirementsThe 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)
