Customer Care Supervisor

**Careers that Change Lives**

Medtronic is working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. This is the ideal opportunity to join us and be part of our commitment to the health of others. Whatever your specialty or ambitions is, you can make a difference at Medtronic - both in the lives of others and your career.

**A Day in the Life**

Our BeLux sales team builds strong and lasting business relationships with hospital staff, medical associations and opinion leaders, to achieve that goal. The Supervisor is a local expert dedicated to developing Customer and Business Relationships through the Offer to Cash journey. This role should lead initiatives that directly impact Business performance and coach teams on development in their roles.

**Main Job duties / responsibilities**

We are looking for a fulltime Customer Care Front Office Supervisor to work cross business. Are you customer focused and thrive by helping others? Then we are looking for you

We offer you a position where you offer day-to-day performance through direct supervision of the Customer Care Representatives. Make sure the team is at the highest performing standards by taking the responsibility and leading them by goal setting, training & developing, performance management.

The Supervisor has a strong focus on quality assurance, customer satisfaction and performance metrics by executing on the existing plan as well as designing and implementing processes to improve efficiencies while ensuring all compliance are being strictly adhered.

We expect you to be able to provide a professional level of support to our customers, the back office and our field sales staff by processing a broad knowledge of Medtronic products, processes, tools and policies. You have the ability to monitor product, order & information flows. In this role you contribute to the company goals in the areas of customer satisfaction.

You are responsible for issue coordination and resolution, identifying business opportunities and/or service improvements. You demonstrate proactive communication skills and you follow up with our customers in a highly customer focused manner.

For this role, you can be based in Belgium or in the Netherlands, but we would expect you to be able to go to our Brussels' office twice a week.

**As a Customer Care Supervisor, your main responsibilities will involve**:

- Responsible for Customer Care team performance of various therapies and for the service provided to customers
- Responsible for team management:

- Workforce organization and overall communication
- People management (performance assessment, hiring, conflict management)
- Responsible for team development (development plan, training and coaching)
- Make sure SLA’s are up to date, fulfilled & set priorities
- Monitor daily reports & KPI, analyze trends, identify root causes and deploy corrective actions if needed
- Identify process improvement opportunities and lead the team to implement improvements together with Front Office management
- Serve as a preferred point of contact having the knowledge of all regulations/department standards, tools and operating guidelines, and as first line of escalation for internal and external customers
- Responsible for safe guarding the documentation, performance and corporate & quality standards
- Take the lead and/or contribute to projects
- Stay up to date with Business and customer Evolution, strategies and government enhancements translating the needs into tangible action plans.

**Must Have (Minimum Requirements)**:
**To be considered for this role, the minimum requirements must be evident on your resume**
- Bachelor or similar degree, in applicable areas desired.
- Minimum 5 years’ work experience in a complex matrix environment
- At least 2 year experience in a people management role
- Customer and Business oriented with the ability to drive organizational changes
- Excellent Business Acumen together with the Value Stream Specialist to drive process improvement
- Demonstrate excellent Problem-solving skills.
- Demonstrated ability to work in cross functional teams and E2E thinking
- Strong organization and time management skills

**Nice to Have (Preferred Qualifications)**:

- Strong team player.
- Excellent spoken & written **English, Dutch and French** would be preferred language skills.
- Eager to learn and understand Customer needs and puts Customer first (Customer Centricity)
- Ability to manage multiple priorities and delegate when needed
- Possesses excellent written & oral communication skills
- Result oriented
- Experience of working in multicultural environment is an advantage
- System Knowledge: MS package / SAP (R/3, FSCM, BW) / GSR / Vendavo / CRM

To be successful in this role you need to have strong custom