Customer Service Specialist
Medtronic
full-time
Posted on:
Location Type: Remote
Location: Denmark
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Salary
💰 DKK 492,000 - DKK 738,000 per year
Job Level
About the role
- Spearhead process optimization and project management initiatives aimed at advancing electronic order processing, including EDI, OCR, and AI-based order entry.
- Plan, manage, and optimize the deployment of OCR solutions as well as AI-based order entry.
- Independently initiate and oversee escalation processes and develop actionable recommendations for improvement, including the analysis and interpretation of relevant KPIs.
- Coordination and close collaboration with the CC&OO team as well as other Subject Matter Experts (SMEs), particularly during the transition of new digital and AI-based processes from the project phase to the implementation phase.
- Conduct data analyses using tools such as SAP, Power BI, and Celonis Reporting to drive process improvements and increase the rate of electronic order transactions.
- Act as a Process Mining Specialist: Utilize process mining tools to identify and implement improvement opportunities that enhance the customer experience.
- Independently develop and initiate solution proposals for optimization opportunities within the CC&OO organization, with a particular focus on digitalization and AI solutions.
- Collaborate with regional and cross-regional CC&OO teams to identify initiatives related to digital transformation.
- Collaborate with Operations Teams, Shared Service Center, E-Business Team, external providers, and the Process Mining Community to increase the number of digital and touchless orders.
- Build and maintain relationships with relevant stakeholders to ensure effective communication and collaboration.
- Organize and/or conduct training sessions and workshops to implement digital and AI-based initiatives.
Requirements
- Bachelor's degree in Business Administration, Finance & Accounting, similar or a comparable qualification
- Experience in process and project management
- Advanced knowledge of Microsoft Excel (including macro programming & automation), PowerPoint, Power BI, Power Automate, Celonis and SAP
- Advanced knowledge and practical experience with various AI solutions, including prompt creation and optimization (Prompt Engineering)
- Excellent English skills, both written and spoken, including presentation capabilities.
- Proficiency in an additional local language (e. g. German, Dutch, or a Scandinavian language) is a plus.
- Experience working in a complex matrix environment
- Outstanding skills and experience in change management
- Strong team player and networker
- Ability to drive changes and process improvement together with relevant stakeholders
- Strong persuasion and assertiveness to drive initiatives and achieve results
- Excellent analytical skills and proven experience with data analysis, combined with a pragmatic approach and excellent problem-solving abilities
- Results-oriented, structured, and independent work style with a hands-on mentality
- A sense of responsibility and commitment to continuously improving and customer service.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process optimizationproject managementdata analysisAI solutionsprompt engineeringchange managementKPI analysisdigital transformationautomationprocess mining
Soft Skills
communicationcollaborationteam playerpersuasionassertivenessproblem-solvingresults-orientedstructured work styleindependent workcustomer service
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in Finance & Accounting