Job description
Role Overview
Associate Customer Service Specialist at Medtronic, based in Saudi Arabia.
Company Overview
Medtronic is a global leader in healthcare technology with a mission to alleviate pain, restore health, and extend life. The company has 95,000 employees working across more than 150 countries, developing innovative medical technologies that improve the lives of 72+ million patients each year.
Role Purpose
Serve as the direct contact person for all customer orders management within the region for Medtronic Saudi Arabia's Business units and the Medtronic International Customer Care & Supply Chain group. Process sales and purchase orders, prepare documentation, support sales activities, and contribute to structural improvement projects while maintaining strong relationships with customers, distributors, and internal stakeholders.
Key Responsibilities
Order & Contract Management
- Process and follow up on customer orders in compliance with current policies, procedures, and work instructions.
- Support sales contracts and related documentation.
- Manage web-based ordering and registrations.
- Represent the company to external and internal customers.
Financial & Compliance Management
- Monitor and follow up on financial payment situations, ensuring fulfillment of contractual terms by customers in close collaboration with the Finance department and Business Unit Managers.
- Confer with management regarding customer credits and returns goods for credit.
- Write price differentials on mail orders.
Customer & Supplier Relationship Management
- Develop and maintain close day-to-day relationships with distributors and service providers.
- Collaborate with Customers and Business Unit Managers to identify and implement structural process improvements.
- Get to know customers, comply with their specific requirements, and take care of their needs.
Inventory & Supply Chain Management
- Manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.
- Support organizing of excellent, efficient third-party warehousing and distribution operations.
- Understand products flow through third-party logistic suppliers to transit warehouses and final customers.
Quality & Complaint Management
- Identify quality assurance complaints.
- Manage customer complaints and return process.
- Coordinate on warranty issues.
- Maintain return acceptance criteria.
- Follow up on Distribution Hold Notifications and the return of hold products to Medtronic suppliers.
- Support establishing of effective quality management system.
Master Data & Documentation
- Maintain accurate Customer and Material Master Files.
Qualifications & Experience
- Minimum 2 years work experience in Order Management or Customer Service in a multinational company.
- Work experience in Medical Device or Pharma.
Skills & Competencies
- SAP.
- MS Office (Excel).
- Excellent communication skills and relationship-building abilities.
- Good knowledge of Incoterms, customs clearance and certification procedures.
Additional Information
- Willing to travel.
- This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
- Medtronic offers competitive salary and flexible benefits package.