Customer Service Specialist

7 months ago

Ho Chi Minh City, Vietnam Medtronic Full time

**Careers That Change Lives
**Together, we will change healthcare worldwide. Join us in our Mission to alleviate pain, restore health and extend life worldwide. Let’s work together to address the universal healthcare needs and improve patients’ lives, optimize costs and efficiencies, and expand global access. Together, we can make a real difference in the global disparity in care.

**A Day in the Life
**Support Supply Chain operations to ensure that order of finished product supply to meet business growth objectives for the business units assigned in Vietnam.

**Key Responsibilities**
- Executes Order Fulfillment for the local market and ensure that customers (internal & external) are serviced promptly & accurately.
- Customer orders are to be processed within the day & are invoiced within 24 hours after delivery
- Follow up with internal Trade Team to ensure X-dock shipment delivered to Distributors warehouse in the same day with invoicing date.
- Ensure customers receive products accurately & in a timely manner. Resolve daily delivery issues with Trade Analyst.
- Resolve customer complaints & issues effectively by being the focal person in driving for solutions. Ensure a timely reply to customers on their complaints.
- Collaborate with the Local Commercial Team, Regional Planning Team to manage back orders. drive down overall obsolete and excess inventories.
- Provide reports/ order fulfillment related information on a regular basis or as needed, in a timely manner.
- Attend to incoming calls promptly and ensure that SCM voice mails are to retrieved daily & actions to be followed up according to duty rooster.
- Work closely with respective Commercial Team & Inventory Team to ensure consignment stocks are updated regularly & accurately on system.
- Support teams and other internal/external customers with resolutions on complex issues and disputes, related to orders, billings and customer care order fulfilment processes
- Ensure system and operation transactions in compliance with local law, regulatory taxation as well as Medtronic’s Corporate policies.
- Stock movement to be updated into the system on the same day information was received.
- Perform Back up / standby duties as needed
- 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.

**Must Have**:

- Bachelor's degree required
- Minimum of 2 years of relevant experience, or advanced degree with 0 years of experience

**Your Profile**
- Preferably degree in Business, Engineering, Logistics, Supply Chain or significant experiences in customer services or similar roles.
- 4+ year of working experience in Customer Service, Supply Chain or 2+ years in operations and process improvement or management roles.

**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)

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