Analyst, Customer Care

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 core objective of this role is to support the India customer care team and maintain the goals and objectives of the function.

 
Location: Gurugram 

Responsibilities:
• In-depth knowledge of Order Management, Customer Care, supply chain including capital equipment services for both channel partners as well as direct customers.
• Address customer queries and concerns effectively for both channel partners as well as Sales team. Deals efficiently with day-to-day operational issues.
• Collaborate with Supply Chain, Commercial, Finance and Warehouse and ensure optimum utilization of logistics along with customer satisfaction.
• Data reporting and analysis for multiple stakeholders. 
• Escalation management and prepare root cause analysis in case of incidents. Identify and implement corrective and 
• preventive measures.
• Adherence to agreed SLAs and KPI’s along with monthly/weekly as per the schedule.
• Audit support for both internal and external audits.
• Drive process improvement and identify opportunities for automation and enhanced customer experience.
• Agile mindset with ability to adapt as per the evolving business requirements and customer needs.
• Ensure updating of DTP’s and SOP’s on a regular basis with compliance to global standards and procedures.
• Must be flexible whenever required and be ready for extended support during month / quarter end

Requirement
• Minimum education level: University (Bachelor’s Degree)
• Minimum 3-6 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, Salesforce, DRMS, 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

Requisition ID: 627033

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.