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Customer Care and Order Operations Expert

  • Habeas
  • Heerlen
  • Contract duration specified
  • Full Time
  • Published: 22 hours ago
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Customer Care and Order Operations ExpertHabeas

Company

Our client, Medtronic, is a U.S.-based global leader in medical technology (Medtech). Originally known as the inventor of the pacemaker, the company now develops advanced solutions for the hospital sector across a wide range of fields, including neurostimulation, diabetes care, and surgery. It employs more than 100,000 people and operates in over 90 countries.

Based in Heerlen (Netherlands), about 30 km from the Belgian border, the European Service Center plays a key role in managing Customer Care operations for several Business Units, notably the Spine division (tools and components for spinal surgery) and the Aortic division (aorta). It acts as the link between production sites (Asia, South America, United States, etc.) and local customers.

The Customer Care & Order Operations team in Heerlen consists of more than 100 employees, organized by geographical areas. The CCOO activity is currently undergoing a major transformation, shifting from a transactional model to an organization focused on operational excellence, continuous improvement, and digitalization.

Role

You will join the France team, composed of around ten people. You will be involved throughout the entire Offer-to-Cash process, from order receipt to delivery to the customer. Your role includes traditional order management responsibilities as well as process optimization and customer satisfaction improvement.

Your responsibilities are structured around three main areas:

1. Operational management & coordination

  • Manage the full order cycle (receipt, validation, entry, and follow-up).
  • Coordinate with internal teams (logistics, finance, quality, sales).
  • Handle exceptions (delays, shortages, disputes – with escalation if required).
  • Ensure smooth and reliable execution for hospital customers.
     

2. Continuous improvement & analysis

  • Identify inefficiencies and propose concrete optimizations.
  • Analyze processes and reduce exceptions.
  • Participate in improvement projects (Lean, automation, digitalization).
  • Contribute to process standardization and documentation (SOP).
     

3. Overall vision & impact

  • Understand the business challenges behind operations.
  • Challenge existing practices.
  • Contribute to the transformation of Customer Care toward a more modern and analytical model.
  • Act as a point of reference for internal stakeholders.

Profile

  • You hold a Bachelor’s degree (economics, supply chain, business, etc.) and ideally have initial experience in customer service, order management, or an operational environment.
  • You are fluent in French (native or equivalent level) and in English, which is used daily in the internal environment.
  • You have strong analytical skills and are comfortable solving operational problems.
  • Organized and detail-oriented, you manage priorities effectively and are able to work in a dynamic and constantly evolving environment.
  • You are able to work under pressure while maintaining a high level of quality and accuracy.
  • Proactive and autonomous, you take initiative and actively improve practices.
  • You pay close attention to the customer experience and understand the impact of operational efficiency on customer satisfaction.
  • You collaborate easily with a variety of stakeholders and feel comfortable working in an international and multicultural environment.
  • You are proficient with office tools (Excel, Outlook) and comfortable using ERP systems (ideally SAP).
  • An interest in digitalization, automation, or artificial intelligence (AI), as well as basic knowledge of project management methodologies (Lean, Agile, etc.), is considered an asset.

Offer

  • You will join a recognized global leader known for its innovation and societal impact on patients’ lives.
  • You will be part of a stimulating international environment within a team undergoing transformation.
  • You will be employed under a Dutch employment contract (Dutch legal framework), initially on a fixed-term contract (a common practice in the Netherlands) with a clear perspective of transitioning to a permanent contract. Presence on site is expected four days per week (mandatory for cross-border workers).
  • You will benefit from a competitive salary package and flexible benefits.
  • You will have access to a wide range of resources, training programs, and development opportunities to support your professional growth.
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Habeas
HR Services, Recruitment & Selection • 1-10 Employees

Our Location

HabeasHeerlen, Netherlands

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