Customer Service Representative III

Customer Service Representative III

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.

This role supports Medtronic's Customer Service function, serving strategic Tier 1 customer accounts in Puerto Rico. The position acts as a primary point of contact for customers and internal stakeholders, ensuring effective order management, inventory availability, issue resolution, and service delivery. The role collaborates closely with Supply Chain, Logistics, Sales, Technical Support, Quality, Finance, and Operations teams to maintain customer satisfaction and business continuity.

As a Customer Service Representative III, you will support strategic customer accounts by managing customer orders, resolving service-related issues, coordinating inventory availability, and maintaining strong relationships with internal and external stakeholders. This role requires close collaboration across multiple business functions to ensure timely order fulfillment, service excellence, and operational efficiency. This position is based in San Juan, Puerto Rico, and operates under a flexible work model that combines office-based and remote work. No travel is required.

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

• Manage customer orders from receipt through fulfillment, ensuring accurate processing and timely delivery
• Serve as a primary point of contact for strategic customer accounts, addressing inquiries related to products, orders, and services
• Coordinate resolution of customer issues involving shipments, returns, credits, pricing, and quality-related concerns
• Collaborate with Supply Chain, Logistics, Sales, Technical Service, Finance, and Operations teams to meet customer and business requirements
• Monitor inventory availability and support product allocation decisions to maintain customer service levels
• Manage customer inventory programs and Electronic Data Interchange (EDI) transactions to ensure product availability
• Analyze demand patterns and support replenishment activities to optimize inventory levels
• Maintain customer records, order documentation, and service-related data within company systems

Required Knowledge and Experience:

• Bachelor's degree and 4+ years of experience in customer service, customer support, sales support, order management, logistics, customer success, or related commercial operations
• Experience managing customer orders, customer inquiries, and issue resolution
• Experience working cross-functionally with business partners to support customer and operational requirements
• English proficiency at B2 level or higher
• Experience using business systems for order management, customer service, or enterprise operations

Preferred Qualifications

• Experience in the medical device industry
• Experience supporting strategic, key, or high-volume customer accounts
• Experience with Electronic Data Interchange (EDI) transactions and customer inventory management processes
• Experience with Enterprise Resource Planning (ERP) systems or customer service platforms
• Knowledge of inventory allocation, demand planning, replenishment, or supply chain processes

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.

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

U.S. Work Authorization & Sponsorship

At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment.

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 have been made by or on behalf of Medtronic, please contact us immediately at View email address on click.appcast.io.

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).

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

If you are applying to perform work for Medtronic, Inc. ("Medtronic") in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.