Customer Support Specialist

Boston Scientific transforms lives through innovative medical solutions that improve the health of more than 30 million patients around the world each year. 

We’re at the forefront of the medical device industry – leading, evolving it to address unmet and emerging needs in healthcare. 
Our culture powers our performance and we turn our shared vision into value with the contribution of our 36.000 colleagues around the world. 

ROW TheraSphere Customer Support Specialist

The goal of the ROW TheraSphere Customer Support Specialist is to make it easy for healthcare providers to experience the benefits of BSC product TheraSphere through hassle-free customer support that provides answers, solves problems, and overcomes barriers to access. 

This key role acts to efficiently process customer orders, respond to enquiries or connect the customer with the appropriate person or team that can. 

The TheraSphere Customer Support Specialist empathizes with what goes on in the life of a busy healthcare practice by understanding what the immediate needs of the customer are and by proactively anticipating and communicating what next steps will be to the customer. 

Role based in Brussels.

Effective team members are trilingual - English + Spanish + Italian are mandatory. Fluent French is an asset.

Key Responsibilities

• Manages inbound customer and BSC Sales team emails to support accurate processing of orders
• Transcribes order details into BSC TheraSphere custom order processing platform
• When processing orders, determines appropriate delivery schedule, billing details and verifies data entry
• Manages outbound communications to Sales team to resolve issues and answer questions. When required, connects BSC sales personnel with the next level of TheraSphere Customer Support expertise eg. supervisor or manager.
• Supports hospital inquiries by transfering to appropriate BSC personel.
• Based on feedback from field reps, supports the processing of cancellations requests  and credit transactions.
• Ensures shared mailbox emails are filed in appropriate folders
• Prepares Pro-forma invoices
• Collaborates with BSC field sales teams on customer site set-ups. Includes set up within BSC applications and contracted manufacturer & carriers
• Maintains customer data accuracy in BSC system applications
• Monitors customer license limits and the validities
• Supports GMP compliance by completing recertifications and training assignments in timely manner
• Establishes and maintains professional business decorum through appropriate business communications (verbal, written and electronic) dress and behavior
• Ensures that all interactions and engagements are carried out with the highest ethical and professional standards and that all work is accomplished with quality and in accordance with BSC values
• Performs activities in accordance with local legislation, Customer Care and BSC corporate procedures.

Education and Experience

• Administration or Business Diploma
• Proficient in Microsoft Office, especially Outlook, Excel and Word
• Medical industry / healthcare administration experienced an asset
• Medical device manufacturing experience considered an asset
• Previous Customer Service / Care experience considered an asset

Skills and Attributes

• Detail oriented, conscientious, demonstrates a friendly and helpful demeanor
• Excellent communication skills – verbal, written, electronic and telephone
• Ability to multi-task and problem solving
• Process oriented to pinpoint where the customer is in their BSC journey, to provide answers to where the customer is now and to communicate what the next steps are in the journey (to help the customer anticipate and prepare for the future).
• Understands customer’s personality and tailors language, tone, speed of conversation to align service delivery to customer’s personality (not the other way around)
• Doesn’t just resolve the current issue – heads off the next one by anticipating and dealing with related downstream issues
• Focuses on problem solving and accuracy, not speed
• Tenacious / won’t give up until the customer’s request / problem is resolved to the customer’s satisfaction / takes ownership and accountability
• Acts like a diplomat to deliver unpopular information to the customer without being disagreeable
• Lives and follows the BSC DNA everyday
• Team player and team first mindset and attitude is a must-have
• Candidates applying for the is position require previous CS experience and a desire to remain in the customer support role for the long term.
• The Brussels team is operating under a hybrid model of 3 days/week in the office and working remote.

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!