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Customer Care Representative Job

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Date: Nov 17, 2021

Location: Benito Juárez, DF, DIF, Mexico

Company: Boston Scientific

Additional Locations: Mexico-DF-Benito Juárez


Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Works in line with Local Sales strategies to support achievement of sales growth to plan. Focus on customer support, order handling, complaint handling and assist the sales force wherever needed.

Key Responsibilities 

⦁    Process orders coming in via fax, e-mail or telephone and for customers according to specific requirements, including bundling & consignment orders, free of charge deliveries, returns etc.
⦁    Process stock deliveries to sales representatives in Region, as well as inventory transfers (for CS Rep II only).
⦁    Monitor the complete delivery processes (e.g. Distribution Center and/or carrier).
⦁    Arrange special deliveries on request.
⦁    Control and send out invoices.
⦁    File ordering documents and related records.
⦁    Handle service complaints from customers and/or sales representatives.
⦁    Follow-up short term consignment stocks with customers and sales representatives (for CS Rep II only).
⦁    Respond to questions from sales representatives, pharmacists, nurses and/or doctors about orders, deliveries, product availability etc.
⦁    Handle backorders.
⦁    On request, act as back-up for colleagues within the CS team (for CS Rep II only).

Quality System Requirements 
In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

For those individuals that supervise others, the following statements are applicable:

⦁    Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
⦁    Establishes and promotes a work environment that supports the Quality Policy and Quality System.

Job Scope and Leveling Guidelines 

Solid knowledge of the job.  Applies broad knowledge of business concepts, procedures and practices and a general understanding of department fundamentals.

Cognitive Skills 
Performs routine and some non-routine assignments using standard methods and sequences. Makes adjustments, modifications, and replacements to set processes as directed. Assignments require limited judgment in troubleshooting proven processes.

Supervision Received 
Close to moderate supervision. Receives general instructions on routine work and detailed instructions on new assignments.

Consequence of Errors 
Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.

Contacts are typically with individuals within own department and occasionally with contacts outside own organization.  Contacts involve obtaining or providing information or data requiring some explanation or interpretation.

What we are looking for in you:

⦁    Knowledge of supply chain management (OTC: Order reception, Delivery creation and billing). - Experience at least of 2 years 
⦁    Experience in Customer Service - Experience at least of 2 years
⦁    Relationship with internal stakeholders (Planning, Finance, Quality, Sales)
⦁    Customer focus and service attitude
⦁    Ability to work in changing environments
⦁    Handle several tasks simultaneously
⦁    Teamwork Work with sensitivity to urgency
⦁    Excellent verbal and written ability Strong problem solving ability
⦁    Strong time and priority management skills
⦁    Ability to generate good relationships by phone and remotely Self-motivated to take the initiative to face situations that impact the client and the business
⦁    Able to have difficult conversations and to be customer focused Frustration tolerance
⦁    Bachelor Degree
⦁    SAP: Intermediate
⦁    Service Cloud: Intermediate
⦁    Level of English: Advanced (at least B2)


Requisition ID: 509628


As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.


So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

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