Medtronic Customer Service Rep II in Portsmouth, New Hampshire

Customer Service Rep II


Portsmouth, New Hampshire, United States

Requisition #:


Post Date:

2 days ago

This position has the responsibility and authority toeffectively, efficiently and consistently handle internal and external Customer solution activities for Medtronic to meet the requirements of the Customer and the company while enhancing the reputation and business relationship between the Customer and Medtronic.The Customer Service Rep II acts as an advocate for the Customer inside the organization and works closely with Operations, Marketing, Sales, Accounting and other functional teams to provide solutions that exceed Customer requirements.Individuals in this position facilitate the achievement of company goals in the areas of Customer satisfaction, quality, accuracy, unit and revenue growth, department compliance, and asset management.They are also responsible for maintaining positive Customer relationships to increase and sustain the overall competitive advantage for Medtronic.

·Responsible for acting as the primary Medtronic point of Customer contact.

  • Ensure prompt, accurate and complete response to requests including pricing, product delivery and technical support.

  • Review Customer purchase orders or verbal requests for product delivery and ensure the timely and accurate processing of orders and delivery of order acknowledgements.

  • Work closely with Field Sales Representatives and Regional Business Directors to advise them of any potential Customer issues.

  • Maintain the highest level of integrity, professionalism and courtesy when speaking with Customers over the phone regardless of the nature of the call.

  • Ensure full compliance with all Medtronic policies and procedures including Regulatory, Compliance and Quality control system(s).

  • Full knowledge of sales order processing, return goods authorization systems and databases to be able to perform and execute job responsibilities with very high level of accuracy.

  • Assist with Sales Agreement creation and maintenance.

  • Know what products are available for sampling and order fulfillment on a daily basis.

  • Ensure new Customer information is obtained, Customer accounts are opened in accordance with Customers’ needs, and in full compliance with policies and procedures in a timely manner.

  • Maintain and file Customer records in a timely manner and in compliance with Medtronic’s Quality System.

  • Participate in audits as required.

  • Occasionally enter Customer complaints.

  • Perform credit / return / debit and FSCM transactions as needed.

  • Perform other duties as required including assigned projects.

  • Maintain a 99% accuracy level on key performance indicators (KPIs).

  • Be available to take Customer calls from 7:30am to 7:00pm daily (8-hour variable shift) if needed.

  • Assist with processing demonstration requests and Field Sales Receipts (FSRs) on a daily basis.

  • ·All activities must be performed in compliance with the Quality System.·Performs duties in compliance with environmental, health and safety related site rules, policies or governmental regulations.·All other duties as assigned.·Travel requirement:Less than 10%



·High School Diploma


·2+ years experience



·College degree preferred

·Knowledge of ISO quality systems.

·Working knowledge of Excel.

·Prior experience with SAP, Business Objects, an asset.

·Customer service and/or call center experience, preferably in a regulated industry (e.g. medical device, pharmaceutical, defense).

·Successful experience managing Customer service calls in a call center environment an asset.

·Customer focused, highly organized and able to handle multiple tasks simultaneously.

·Exceptional interpersonal, written, verbal communication skills.

·Able to work independently with general supervision.

·Utilizes critical thinking in difficult situations.

·Excellent organizational skills with prioritization and follow-up capabilities.

·Ability to work under pressure and willing to “go the extra mile” for the Customer.

·Detail oriented and able to multi-task.

·Ability to work independently, prioritize heavy workload, self-motivated, with good problem solving skills required.

·Participate in process improvement and Quality initiatives.

·Maintain a level of professionalism and respect when dealing with coworkers and Customers.

·Positive attitude and willingness to take on extra work when the team needs help.

·Driven individual with aspirations for growth and continuous self-education and improvement.