Customer Care Representative, SEE

Additional Locations:  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - 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.

The Customer Care department is responsible for the effective management and administration of inbound and outbound customer and distributor (channel partner) communication and the subsequent processing of orders and enquiries.

About the role:

Being a part of a fast-growing international team that serves the need of local Growth and Emerging Markets as well as global distributors regarding order fulfillment, invoicing and shipping of products. Manage order handling, product allocation, shipments creation, providing proper updates and an exceptional customer experience.  

Your responsibilities include:

• Manage the full order-to-cash process for our customers and channel partners (distributors) in a diverse set of markets, including receipt and processing of orders; organizing shipments (inclusive of coordination of export documentation) to ensure timely delivery
• Be proactive in following up and taking necessary actions to ensure customer expectations are met; take independent actions to develop service improvements with the channel partner/customer in collaboration with other functions/departments.
• Develop deep knowledge and understanding of the logistics requirements per channel partner and take an active role in analyzing customer requirements and support other functions and departments to achieve anticipated results
• Build efficient working relations with, coordinate, and orchestrate cross-functional stakeholders to ensure the necessary actions are taken cross-functionally to enable smooth order processing and the provision of excellent customer care
• Provide frontline support for Customers and/or Channel Partners for any issue related to consignment orders or value added services or any similar order placed with Boston Scientific
• Have a continuous improvement mindset, challenge the status quo, and proactively identify opportunities and solutions to customer/Channel Partner issues.
• Ensure proper approvals and authorizations are in place regarding any pricing issues as part of sales deals during order processing
• Become fully knowledgeable on Boston Scientific’s company policies, procedures and practices.
• Quality: Ensure adherence to all documented procedures and practices. Be the interface between the Customer Care function and Commercial organization and have the direct responsibility to facilitate, share documents and process flows, and identify, notify and ensure that any complaint, problem or issue is addressed.
• Support and facilitate any field corrective action in your scope. Be an active champion of all Quality and Regulatory commitments on behalf of Boston Scientific
• Product/Technical knowledge: Maintain a level of technical product knowledge adequate enough to respond to everyday needs by the business with sufficient detail
• Teamwork: Build strong relationships with external customers and internal stakeholders and ensure effective communication to keep them informed of need-to-know information.

What we are looking for: 

Mandatory:

• Minimum education level: University (Bachelor’s Degree)
• Minimum 3-4 years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector (or similarly regulated industry, e.g. Pharmaceuticals, etc.)
• Experience with and proficiency using SAP and the Microsoft Office suite of products (Excel, Powerpoint, Outlook)
• Excellent interpersonal and communication skills with a customer-centric mindset 
• Highly organized
• Ability to manage a complex workload in matrixed environment
• Willingness to learn, grow and develop
• Business fluency in English – written and verbal is non-negotiable, with any additional European language, Russian, Turkish, or Arabic a plus

Preferred:

• Experience in handling Letter of Credit requirements 
• Experience in export services and logistics and incoterms 
• Experience with Salesforce.com/ServiceCloud 

What we can offer to you:

• Working in multicultural and international environment with stakeholders, in a company whose mission and vision is to positively transform the lives of patients around the world
• An attractive and competitive benefits package
• A team-oriented company culture in a rapidly-growing, innovative and dynamic business environment
• A commitment to support you with excellent training/development programs
• Hybrid work mode (3 days/week in the office)

Requisition ID: 572311

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!