Lead Customer Service Representative organizing and monitoring activities to address customer concerns. Join Matthews International, a leader in memorialization, with over 175 years of success.
About the role
- Lead Principal Customer Service Specialist driving operational excellence in customer care processes across regions at Medtronic. Ensure compliance and foster a culture of caring within the team.
Responsibilities
- Ensure compliance and operational alignment through Customer Care documentation: Review, update, and standardize QMS documents to reflect enterprise requirements, organizational updates, and new product or process changes.
- Drive operational excellence in Customer Care processes and system workflows: Identify inefficiencies, facilitate improvement workshops, implement actionable enhancements, and ensure consistent, compliant, and high-quality customer experiences across regions.
- Enable high-quality knowledge and insights: Collaborate with the Knowledge & Change Management Principal to ensure timely, accurate, and non-redundant information is available on digital platforms, supporting consistent execution of Customer Care processes.
- Harmonize cross-regional processes: Partner with EMEA Service & Repair teams and Italian stakeholders to test, validate, and align processes, ensuring best practices, smooth adoption, and successful rollouts across countries.
- Drive data-informed decisions and CAPA initiatives: Leverage control tower dashboards to monitor KPIs, identify trends, lead root cause analyses, manage OFI/ CAPAs, and resolve customer service/product complaints to improve performance and customer satisfaction.
- Lead high-impact projects and foster a patient-first culture: Design and implement initiatives using insights from customer feedback and data analysis to prioritize patient needs, deliver actionable improvements, and mentor team members to build capabilities and reinforce a culture of caring.
- Ensure compliance with relevant regulatory and quality requirements during the fulfillment of customer requests, maintaining audit readiness and supporting documentation as required.
- Might directly manage and execute UAT, intake, assessment, and resolution of customer requests, ensuring all tasks are completed within established service timelines.
- Collaborate on training and performance insights: Work closely with the Training, Knowledge & Change Management Principal to provide Customer Care Representatives with targeted training and actionable insights derived from quality checks, dashboards, and management review, closing gaps and improving outcomes.
Requirements
- A background of 8+ years in Customer Service or Quality/Process Improvement is ideal, though candidates with a bachelor’s degree and 4+ years, or equivalent experience totaling 8+ years, will also be considered.
- Proficient in English: Advance English (C1 level or above), with the ability to communicate confidently and effectively in professional environment.
- Accelerator of process innovation: Proven resolutive mindset with the ability to accelerate process innovation by analyzing complex challenges, engaging stakeholders, distilling core issues, and transforming problems into actionable knowledge that elevates S&R Customer Care.
- Change Enablement & Continuous Improvement: Strong analytical skills to support system and process transformations, simplify complexity, and drive sustainable operational excellence, while effectively engaging stakeholders at all organizational levels to support adoption.
- Coaching & Development: Experience leading projects and delivering high-quality, on-time deliverables; proven ability to guide, review, and delegate work to specialist or team members while providing constructive, personalized feedback and mentoring others.
- Cross-Functional Collaboration: Demonstrated experience working across teams and functions, building trust and alignment with Key Users, Subject Matter Experts, and leadership.
- Customer & Caring Mindset: Strong passion for customer and patient experience, quality, and service excellence, with a commitment to foster a culture of caring, inclusion, and collaboration.
- Experience in Customer Care is highly valued.
- Familiarity or mastery in tools such as ServiceNow, Sales Force and SAP is a strong advantage, especially when paired with a process-oriented mindset.
- A continuous improvement approach is highly appreciated, and certifications such as Lean Six Sigma are considered a plus.
Benefits
- 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.
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