Customer Service Supervisor

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

**A Day in the Life**:We’re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation. Work with us to incentivize better patient care, and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide.

The Customer Service Supervisor will be responsible for leading the team to ensure an exceptional experience for our customers. This role involves overseeing the daily operations of the department, developing strategies to improve customer satisfaction, and collaborating with other departments to resolve issues and enhance processes. This will be a hybrid model position based in Bogotá.

**Responsibilities may include the following and other duties may be assigned**:

- Represent company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary, may connect customers to appropriate support or field staff.
- Manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.
- Develop and implement best practices to optimize order cycle times, document collection, and payer authorization response rates
- Use performance data to identify process gaps and lead cross-functional initiatives to enhance operational efficiency
- Analyse team and regional performance trends to anticipate resourcing needs and ensure achievement of departmental KPIs
- 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
- Support service complaints and escalations from customers and other departments as appropriate
- Oversee and assist customer service representatives with assignments.
- Provide training and coaching to improve customer and employee experience
- Monitor and reviews correspondence between representatives and customers
- Report summarizing performance of customer service team
- Champion a culture of innovation, continuous improvement, and accountability throughout the team

**Required Knowledge and Experience**:

- Bachelor’s Degree
- Two years’ supervisory experience in leading a team handling complex customer issues
- Two years of experience with customer service, technical support, Backoffice
- Fluent in English
- Previous experience running high volume outbound call center teams
- Experience with KPI's and reporting
- Experience supporting situations with the customer
- Fluent in Portuguese is advantageous

**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.

**Benefits & Compensation**:
**Medtronic offers a competitive Salary and flexible Benefits Package**
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

**About Medtronic**:**We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.**
**Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.**
**We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.