Senior customer service specialist

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world.

About the Role

Perform day to day Customer Care related activities like, but not restricted to, Order Management, inquiries, complaint handling and back order follow up.

#BetterDaysStartNow

ABOUT THE TEAM

Following the separation of the Diabetes Operating Unit from Medtronic, the newly established Minimed organization has created a Customer Care & Supply Chain function. This organization is responsible for supporting both B2B and B2C customers across the entire Offer-to-Cash process. To deliver a seamless customer experience, activities are coordinated through three key pillars:

• Relational: In-country teams focused on customer relationships and local engagement.
• Operational: Shared Service teams responsible for executing day-to-day processes.
• Supporting Functions: Service Excellence and Digitalization & Value Enablement teams that drive continuous improvement, innovation, and business value.

The Senior Customer Care Representative we are looking for, will be part of the In-country team, driving the relationship with in- & external customers.

1. Job Purpose

Act as the primary point of contact for customers, distributors, and internal stakeholders in Japan, ensuring excellent customer service, accurate order processing, issue resolution, and proactive management of customer relationships while supporting business objectives and regulatory requirements.

2. Key Responsibilities

Customer Support & Relationship Management

• Handle complex customer inquiries via phone, email, and digital channels.
• Resolve escalated customer complaints and service issues.
• Build strong relationships with dealers, customers, and internal stakeholders.
• Ensure high customer satisfaction and service levels.

Order Management

• Process customer orders accurately and efficiently.
• Monitor order fulfillment, delivery status, back-orders, and returns.
• Coordinate with logistics, supply chain, and warehouse teams.
• Manage warranty and repair requests where applicable.

Customer Data & Governance

• Maintain customer master data accuracy.
• Validate customer information and support data quality initiatives.
• Act as a local expert and governance contact for customer-related processes. This aligns with discussions found in Japan customer care and master data governance activities.

Complaint & Issue Resolution

• Investigate customer complaints and coordinate corrective actions.
• Work closely with Quality, Regulatory, Finance, and Commercial teams.
• Ensure compliance with local regulations and company policies.

Continuous Improvement

• Identify process improvement opportunities.
• Support implementation of new systems and digital initiatives.
• Participate in projects related to CRM, ERP, or customer care transformation.
• Separation Management Activities (temporary activities till end of calendar year 2027)
• Process Mapping for processes related to Order Management.
• Master data validation and cleansing.
• Coordinate local deployment of SAP S/4HANA (ERP system for Minimed) and other applications serving the Offer to Cash flow.
• Coordinate local training and testing activities.
• Support Regional readiness and hyper care activities.

Leadership & Mentoring

• Coach and support junior customer service representatives.
• Act as a subject matter expert for customer service processes.
• Provide guidance on complex customer cases.
• Support training and onboarding activities.

3. Required Qualifications

Education

Bachelor’s degree in business administration, Supply Chain, Customer Service, or related field.

Experience

• 5+ years of customer service, order management, or customer operations experience.
• Experience handling escalations and complex customer interactions.
• Dealer and distributor management experience.
• Experience with ERP/CRM systems (SAP, Salesforce, S/4HANA, etc.).
• Experience of working in a multi-stakeholder / multi-national environment.
• Experience with change management and adoption enablement.
• Desire personal development and new challenges.
• Hands on. Strong interpersonal, collaboration and communication skills.

Language Skills

Business-level Japanese.
Business-level English (written and spoken).

4. Key Competencies

Customer Focus

Strong customer advocacy mindset.
Ability to balance customer needs with company policies.

Communication

Excellent verbal and written communication skills.
Ability to interact effectively with Japanese customers and global stakeholders.

Problem Solving

Strong analytical and troubleshooting skills.
Ability to manage multiple priorities in a fast-paced environment.

Collaboration

Coordination with (outsourced) service providers and shared service teams.
Experience working across functions such as, but not limited to Commercial, Sales, Finance, Supply Chain, Quality, Logistics and Regulatory Affairs.

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.

Benefits & Compensation

MiniMed offers a competitive salary and flexible benefits package. At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

About MiniMed

We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey — meeting them where and how they need it.