Medtronic Customer Service Manager in Heerlen, Netherlands

Customer Service Manager


Heerlen, Limburg, Netherlands

Requisition #:


Post Date:

Jul 14, 2017


·Direct and manage the Customer Care function for the distributors in Emerging Markets

·Supervise all activities to achieve optimal customer service and cost trade-offs.

·Responsible for customer satisfaction, operational cost, and quality management to support Customer Care Emerging Markets objectives for growth and profitability.

·Liaise and collaborate with Customer Care Emerging Markets management, regional/business leaders and in-country customer service organizations in the respective regions. I.e. Middle-East, Africa, Russia, Central Eastern Europe and Central Asia

·Develop the short/mid term plan of action in collaboration with the Customer Care Emerging Markets Management team designed to achieve function improvement of therespective Customer Care Emerging Markets team


  • Manage and lead a high performing team to deliver an excellent customer service while balancing expenses.

  • Develop, motivate and retain Customer Care Emerging Markets personnel.

  • Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities, tracking progress, providing feedback, and holding team members responsible for meeting agreed-upon goals.

  • Translate functional objectives into individual / team specific objectives and align with team/process specific goals objectives.

  • Ensure Customer Care policies, processes and procedures are followed and trained as needed and fully in compliance with Regulatory/Quality regulations.

  • Determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives.

  • Analyze performance data and work to re-engineer processes, improve procedures and internal training documents, leveraging and enriching company best practices and standards.

  • Build relationships with internal and external stakeholders and customers and pro-actively reach out to discuss and align on service and processes. Respond to all escalated customer inquiries which may be delivered by Customers, Medtronic in-country Customer Service and/or Business leaders/employees and drive (structural and sustainable) resolution.

  • Personally cultivate and maintain strong business relationships with key (internal) customers, identify joint process improvement opportunities and manage customer/distributor forward integration initiatives.

  • Work effectively with other functions within EMEA operations,Regulatory, Sales, Business Units, in-country Customer Serviceto cost effectively serve customers and achieve company objectives for growth and operating leverage.

  • Represent the interests of Customer Care Emerging Markets on cross-functional teams, championing the customer and regional requirements, business/process integration, implementation and execution of business plan needed to assure customer retention and customer satisfaction.

  • Create, prepare, analyze and present team related reports to Customer Care Emerging Markets management.

  • Perform other related duties as required and assigned.

The Manager Customer Care Emerging Markets reports to the Sr Manager Customer Care Emerging Markets


·5 years in Customer Services

·Excellent Excel skills

·HBO/HBO+ work and think level

·Excellent English language

·Demonstrable knowledge of advanced practices in customer service

·MS Access, PowerPoint

·Statistical knowledge

·Dutch language skills and others like French or Arabic.


·Proven success in Customer Service

·Experience with ERP systems

·Experience in management by influence (matrix organization)

·Experience in complex data analyses

·International business experience

·Experience in people management

·Comply with the organization's Quality Management System and Quality Objectives

·Healthcare industry / business knowledge or experience

·Understanding impact of Quality / Regulatory requirements

·SAP – R3 /APOexperience

·Continuous process improvement Lean and/or six sigma