Associate Customer Service Specialist

About Medtronic and the Role

Medtronic, a global leader in healthcare technology, is seeking an Associate Customer Service Specialist. The company is dedicated to alleviating pain, restoring health, and extending life through innovative medical technologies. This full-time role serves as the primary contact for all customer order management within the region for Medtronic Saudi Arabia's Business Units and the Medtronic International Customer Care & Supply Chain group. The specialist will manage sales and purchase order processing and related documentation, working closely with the Customer Care & Supply Chain Manager, Business Unit Managers, and Finance Manager.

Role Context and Contribution

This position supports sales activities and contributes to structural improvement projects. It requires a solid understanding of Incoterms, customs clearance, and certification procedures, as well as knowledge of product flow through third-party logistics suppliers to transit warehouses and final customers. The role involves building strong customer relationships by understanding and addressing their specific requirements and needs.

Key Responsibilities

• Represent the company to both external and internal customers.
• Process and follow up on customer orders in compliance with current policies, procedures, and work instructions.
• Monitor and follow up on financial (payment) situations, ensuring fulfillment of contractual terms by customers in collaboration with the Finance department and Business Unit Managers.
• Support sales contracts and related documentation.
• Develop and maintain close day-to-day relationships with distributors and service providers.
• Maintain accurate Customer and Material Master Files.
• Collaborate with Customers and Business Unit Managers to identify and implement structural process improvements.
• Manage web-based ordering or registrations.
• Confer with management regarding customer credits, returns goods for credit, identify quality assurance complaints, and write price differentials on mail orders.
• 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.
• Manage customer complaints and the 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 the organization of efficient third-party warehousing & distribution operations.
• Support the establishment of an effective quality management system.

Qualifications and Experience

• 2-5 years of relevant experience.
• Good knowledge of Incoterms, customs clearance, and certification procedures.
• Understanding of products flow through third-party logistic suppliers to transit warehouses and final customers.

Required Skills

• Excellent communication skills.
• Ability to build and maintain strong customer relationships.

Work Environment

This is a full-time position within Medtronic, a company that prioritizes patients and strives to improve lives through innovative medical technologies. Employees contribute to shaping the future of healthcare while building a career grounded in purpose, growth, and impact.