Associate Customer Experience Specialist with Finnish language

Job description

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the LifeJoin our Medtronic Customer Care organization and help shape the future of customer experience across Western Europe. Customer Care is evolving into a specialist organization where strong customer relationships, proactive communication, cross-functional orchestration and continuous improvement are key to delivering a consistent, personalized and high-quality experience for our customers and business partners. As an Associate Customer Experience Specialist, you build and strengthen trusted relationships with customers, Sales and Operating Units across the Nordics and/or UK/I markets. You combine customer understanding, strong communication skills and operational knowledge to anticipate customer needs, coordinate solutions and ensure reliable follow-through. Working closely with cross-functional teams, you manage customer inquiries, coordinate the resolution of complex issues and service incidents, and identify opportunities to improve customer experience, processes and digital self-service adoption. If you enjoy building relationships, solving problems and bringing people together to create solutions, this role offers an opportunity to develop your Customer Experience expertise in an international environment. Following your full-time onboarding at our Heerlen office, this hybrid position requires 3–4 days of office presence per week. Relocation support is not provided. Your day focuses on building and strengthening customer relationships across the Nordics and/or UK/I markets. Through regular contact via phone, email and digital channels, you manage customer and Sales inquiries, understand their needs and ensure reliable follow-up. You combine customer understanding, strong communication and operational knowledge to anticipate needs, coordinate solutions and ensure customers experience Medtronic as one connected organization. You act as a key link between customers and internal teams, using your knowledge of SAP, Customer Care and end-to-end Offer-to-Cash processes to coordinate complex inquiries, patient-critical requests, service incidents and escalations. You work closely with Sales, Operating Units, Order Operations and other functions to ensure clear ownership and timely resolution. You look beyond individual cases, identify recurring issues and work with others to prevent them from happening again. You proactively identify changing customer needs and opportunities to improve the customer experience. You bring the voice of the customer into internal discussions, using feedback, NPS and operational insights to identify improvement opportunities and work with other teams on sustainable solutions. You also support customers and Sales in adopting new processes, digital tools and self-service solutions by sharing knowledge, explaining changes and gathering feedback to ensure these improvements make it easier to work with Medtronic. Primary Responsibilities Build and maintain trusted relationships with assigned customers, Sales and Operating Unit stakeholders through regular, proactive and professional communication, developing a strong understanding of their needs, priorities and ways of working. Manage and coordinate Customer and Sales inquiries across email, phone and digital channels, including Taxi and Patient-Critical requests, ensuring timely, high-quality responses and consistent follow-through. Act as an orchestration and escalation point for complex customer matters, service incidents, orders and deviations, coordinating across functions to ensure prioritization, clear ownership and resolution. Support end-to-end Incident management, including customer complaint intake, cross-functional coordination, root-cause follow-up, preventive actions and closure. Use customer feedback, NPS/CES and operational insights to identify recurring themes, risks and opportunities to improve the customer and Operating Unit experience. Proactively monitor customer-impacting operational topics, including disputes, open orders, invoicing, returns and carrier performance, identifying trends and coordinating preventive follow-up with the appropriate teams. Enable customers and Sales through knowledge sharing, onboarding and change management, actively promoting process adherence, self-service, digital capabilities, touchless processing and standardized ways of working. Support Customer Information Database gatekeeping by helping ensure data integrity, appropriate governance and adherence to agreed processes. Contribute customer and market insights to cross-functional initiatives and projects, helping improve customer experience, processes, digital solutions and system design. Demonstrate strong accountability and ownership by taking responsibility for customer topics, following through on commitments and driving actions to closure, while promoting collaboration, continuous improvement and learning. Required Qualifications Bachelor's degree or equivalent professional experience. Experience in Customer Care, Customer Experience, Operations or another customer-facing environment. Fluent in Finnish and English, both written and spoken. Excellent communication and interpersonal skills, including active listening, perspective-taking and the ability to build trusted customer and stakeholder relationships. Strong customer relationship mindset, with the ability to understand needs, influence constructively and support positive Customer and Sales interactions. Strong accountability and ownership, with reliable follow-through, closure orientation and commitment to results. Analytical and critical-thinking skills, with a preventive and problem-solving mindset and the ability to recognize underlying issues and trends. Ability to coordinate multiple stakeholders and priorities, including complex or time-critical customer situations, while maintaining clear communication. Good understanding of end-to-end Offer-to-Cash processes and operational workflows; experience with SAP and/or Customer Interaction Center (CIC) is an advantage. Digital fluency, adaptability and curiosity, with an affinity for automation, AI-enabled solutions, self-service and continuous learning. Preferred Qualifications Lean Six Sigma Yellow Belt, Green Belt or experience with DMAIC or other structured problem-solving and continuous improvement methodologies. Experience with customer relationship management, Voice of Customer, NPS/CES or customer experience improvement. Experience with digital customer solutions, self-service or AI-enabled workflows. 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. ‌ ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to