Medtronic Senior Customer Service Manager in Sydney, Australia

Senior Customer Service Manager


Sydney, New South Wales, Australia

Requisition #:


Post Date:

Jun 09, 2017

At Medtronic, we are recruiting for a Senior Customer Service Manager to lead the Customer Care function.

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology 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 can 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.

Position Summary:

This position has the responsibility and authority to lead the Customer Care function in ANZ to provide an optimized experience to our customers and patients. The role is responsible for ensuring timely and accurate processing of all customer orders and the highest level of service, internally and externally, concerning product information, pricing, product availability and delivery. The role will contribute to development of the Customer Care strategy for ANZ, and execute process and technology improvements to support business growth. The role is responsible for partnering and working collaboratively with business unit and functional stakeholders to drive growth and improve operational processes.

Key responsibilities include:

  • Provide strong functional and people leadership to the ANZ Customer Care team.

  • Set clear goals and objectives at an individual and departmental level. Provide timely feedback and coaching to monitor performance against targets and hold people accountable for delivery of their goals.

  • Manage proactive and effective communications with internal and external customers.

  • Identify operational issues or inefficiencies and lead process improvement initiatives to address the root causes.

  • Cross training of staff to ensure continuity and back up across all Business Units requirements and team management, to ensure required growth.

  • Manage day to day operations to ensure a high level of performance against key performance indicators, including Same Day Order Entry, Order Keying Accuracy, Dispute and Credit management

  • Manage performance and develop future plan to optimize call centre operation

  • Lead Customer Care staff or account management team focused on driving operational improvements in day to day processes across a Matrix organisation

  • Develop and implement reporting mechanisms to monitor departmental and individual KPIs on performance, productivity and accuracy of the Customer Care function.

  • Develop and implement a strategic plan for development of the Customer Care function in ANZ, leveraging industry and Medtronic best practices to drive an optimized customer experience

  • Identify and implement opportunities to implement new capabilities and value added services which improve the experience of customers when they deal with Medtronic

  • Develop the competencies of the Customer Care organization to support future business growth, ensuring process and resource optimization for sustainable growth

From a skills and experience perspective, this is what we would like to see:

  • Experience working with an off shore shared service operation

  • Ecommerce implementation for both web and EDI automation.

  • Lean or Six Sigma trained

  • Strong Excel analytical skills

  • Highly proficient SAP or SAP Super User experience in Sales Order Management

  • Implementation of significant Change management programs

  • Proven experience in supply chain management with a leading multinational organization

  • Demonstrated leadership experience in engaging and empowering a team to deliver improved results

  • Demonstrated ability working successfully in a global, complex stakeholder environment

  • Demonstrated ability working collaboratively with employees, leaders, clients and vendors

  • Demonstrated ability to implement cross-functional projects and process improvements

This is an exciting opportunity for applicants who enjoy being rewarded for their performance and make a difference to our customers. You will be a part of a reputable and global medical device company dedicated to improving the lives of patients.

To apply please go to and search for Job ID Number: 17000A13