Customer Service Director

Job Description

Careers That Change Lives We re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation, join us as Customer Care & Order Operations Leader. We are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As a company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people in our teams. This is the ideal opportunity to join us and be part of our commitment to the health of others. Whatever your specialty or ambition is, you can make a difference at Medtronic both in the lives of others and in your career. A Day in the life We currently have an excellent opportunity as Customer Service Director India an exciting and fast-growing healthcare market where we aspire to become a $1B$ business. We are leading innovators in Medical Technologies, relentlessly focused on improving patient outcomes and setting new standards of care by partnering with providers to deliver disruptive solutions, increase global access, and empower patients to take ownership of their healthcare. We provide the environment to shape the Industry and this role will give an opportunity to maintain our leadership position though our innovative solutions. The ideal candidate will Lead strategic direction and operational management for India Customer Care & Order Operations with goal to exceed overall customer service expectations, and fulfil MDT goals for Service, Cost, Quality, Inventory, Revenue, OHS and ID&E. This role manages a cross-functional team across front office customer contact, order mgt, strategic account management. This role is also responsible for Field Inventory, Spine Loaner, Go-direct/Forward Stocking Location activity management, Offer to Cash program management & deployment with focus on transactional and non-clinical customers. Additionally, this role will play a critical role in spearheading the Made in India localization initiative due diligence and execution. Responsibilities may include the following and other duties as assigned: Key Responsibilities (individual contributions) Activity name Description Interfaces 1. Customer Contact Centre Mgt 2. Order Management 3. SAM services 4. Field Inventory 5. Spine Loaner 6. Specialty Services 7. OTC Deployment 8. FSL / Go Direct Activity Management 9. Localization Due Diligence & Execution Customer Care COE s, OU s, RLM s, SAM s,Comm Ops, GSC Plan/Deliver/ Trade, Other Regions & Functions Key Responsibilities (shared) Contribute to JP channel, Go-direct and Offer To Cash strategy, linking in with global Customer Care & Order Operations strategy within APAC CC & OO leadership team Business partner sitting on India leadership team, orchestrating end to end offer to cash journey to deliver seamless transactional customer experience Efficient operational performance and resource deployment Deploy standards (systems, processes, tools) within India Deliver on regional and Global Customer Care annual goals & objectives Attract, develop and retain S&R talent globally KPIs/targets Service Cost Inventory Revenue enablement OHS IDE Quality Safety Interdependencies & involvement in other processes Close partnership with commercial organizations (SAM, OU s) to enable India Revenue targets Orchestrate end to end customer order fulfilment process working with GSC functions : Demand Planning, Supply Network and DRP Planning, Deliver Operations, Trade Operations Close partnerships with the Customer Care COE s on the creation of global standards GO&SC for supply and visibility of inventory and supply recovery Quality ensure all quality processes are followed and adhered to Finance ensure financial targets are achieved with compliance to all financial policies HR- ensure attraction and retention of talent Must Have: Minimum Requirements Full time MBA (Operations Management preferred) 15+ years of Supply chain, Customer service experience, 7+ years in leadership roles Nice to Have Experience leading large multi country customer service organization Ability to cultivate an environment focused on customer satisfaction through building productive external and internal relationships Ability to build strong partnerships across the organization and influence strategy and decision making. Ability to analyze customer needs through soliciting, evaluating and acting on customer feedback Ability to navigate a highly matrixed organization Ability to attract, retain and develop a highly skilled workforce PHYSICAL 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. 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) ABOUT MEDTRONIC 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. Interested We would like to be a long-term partner in your career with this challenging position, our multi-national, dynamic company culture and our attractive conditions of employment. Additional Information
• Posting Date: Sep 4, 2023
• Travel: No
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Keyskills :
supply chainfront officemusic makingcustomer caredue diligencedemand planningcustomer serviceorder managementtrade operationspatient outcomescustomer contactstrategic accountquality processesprogram managementmedical technologycustomer expe