Specialist II, Customer Care(JPEN)

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.

Key Responsibilities:

• Supports the supply chain management activities.

• Initiating corrective actions.

• Responsible for coaching, recertification of team members on process knowledge and ensuring that the team is updated in timely manner about any process changes.

• Executes department strategies and activities.

• Supporting and driving projects (investigation to implementation) with analytical skills & process expertise.

• Ensure effective management of volume processed within established timeline, and quality standards (service levels and KPIs).

• Pro-active, clear and concise communication with client to coordinate smooth delivery of services.

• Ensure complete training for team members.

• Ensure availability of required system access and hardware to team members.

• Drive a culture of value improvement among team members and lead execution of value improvements; able to manage such projects independently.

• Ensure availability of MIS and Reporting templates, regular updating and Reporting of performance.

• Participate in service delivery reviews internally and with customer.

• Monitor and ensure compliance with company policies and procedures (e.g. federal/country and regulatory requirements).

• Interpretation day-to-day business objectives and preparation/execution of operation practices/work programs.

• Accounts for high level external/internal client's satisfaction.

• Manage day to day business / Process Issues.

• Maintains an awareness of the business, operational activities and processes in areas in scope of responsibilities.

• Maintains good relationships within the unit with its colleagues as well as relationship with Front Office team.

• Actively performs two-way communication.

• Support active knowledge transfer, back-up, best practice sharing, provides with operative directions to other team members.

• Provides quality, accurate, reasonable and on-time service, ensures due dates and deadlines are met.

• Maintains a solid control environment based on accepted internal control standards.

• Following given guidelines & procedures actively liaise with colleagues and Front Office team to anticipate and solve issues and risks.

• Revise processes and procedures to conform with the business environment, defines best practices and designs to business process excellence improvements.

• Active follow-up on any open item.

• Monitoring of work queue and managing exceptions based on guidelines and procedures.

• Preparation of regular and ad hoc documents & report based on requirements of supervisor.

• Report any exceptions, errors or issues immediately to supervisor.

• Performs other activities requested ad hoc by supervisor.

• Delivers continuous tools and education to team members to ensure up to date industry, product knowledge; Has a broad understanding of industry trends and their impact on local/regional sales activities.

Requirements

• Bachelor’s degree required; Masters preferred (B.COM / BBA / M.COM), MBA.

• 5-8 years of Shared Services/Global Business Services experience in managing Supply Chain management operations. Service Delivery management, operational metrics and scorecards, and experience within a progressive global shared service operating model.

• Superior problem-solving skills, communication and team/interpersonal skills. Outstanding ability to diagnose problems which could be related to process, technology, strategy or people and put in place actions/measures. Preferred experience in driving projects for improvements.

• PC literacy: ability to quickly learn and productively use new software applications.

• IT technical skills: must understand the underlying technical aspects of technology / system / applications.

• International experience – Self-awareness of communication styles and cultural / global differences.

• Functional knowledge of Supply Chain management, order management & processes.

• Technical skills: ERP experience (SAP preferred); prior experience in working with Imaging solutions is useful.

• Knowledge and experience of any Project/Program Management methodology is desirable.

• 1-2 Years of project management Experience (Drive).

• Excellent hands-on experience in MS Applications – MS Excel, MS PowerPoint, Project etc.

• Ability to influence and inspire large team.

• Language: Fluent in Japanese and English.

Requisition ID: 623094

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.