Customer Care Service Representative

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the Life Customer Care & Order Operations (CCOO) is responsible for delivering a seamless customer experience through effective order management, customer support, and operational execution. The team partners with customers and internal stakeholders to ensure accurate order processing, reliable delivery performance, and continuous improvement of Order-to-Delivery processes that support patient care and business objectives. This position is based in Johannesburg, South Africa and operates in a hybrid work environment. As a Customer Care Service Representative, you will manage operational activities across the Order-to-Delivery cycle for designated customer accounts. The role requires close collaboration with internal and external stakeholders to ensure efficient order management, timely issue resolution, and consistent customer satisfaction. You will identify process improvement opportunities, support operational projects, and contribute to service excellence through data-driven decision making and effective execution. Responsibilities may include the following and other duties may be assigned: Serve as the primary operational contact for assigned customer accounts and manage day-to-day order management activities Coordinate end-to-end Order-to-Delivery processes to support accurate order fulfilment and delivery performance Resolve customer and operational enquiries by collaborating with cross-functional teams to achieve timely outcomes Analyse operational data to identify trends, root causes, and opportunities for process improvement Lead or support operational improvement initiatives and projects within established timelines Monitor service performance metrics and implement corrective actions to address process gaps Maintain compliance with established quality standards, procedures, and operational requirements Contribute to standardisation efforts and continuous improvement initiatives that enhance customer experience and operational effectiveness. Required Knowledge and Experience: Diploma and 10+ years of experience in customer service, customer care, order management, or a related operational support function Experience managing end-to-end order processing and customer account support activities Proficiency with Microsoft Office applications and SAP enterprise resource planning (ERP) systems Demonstrated verbal and written communication skills with the ability to interact effectively with customers and cross-functional stakeholders Experience prioritising multiple tasks and managing changing business requirements.

Experience supporting customer care, order management, or supply chain operations within the medical device, healthcare, pharmaceutical, or regulated industry sectors Experience leading operational improvement projects or process standardisation initiatives Knowledge of customer relationship management (CRM) processes and customer service best practices Experience using operational data and reporting tools to support decision making and performance improvement Demonstrated ability to identify root causes and implement sustainable process improvements.   Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.  ‌ Recruitment Fraud Alert   We are aware of phishing scams targeting job seekers. Please