Analyst II, 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.

Req ID: 559960

Location: Gurgaon, India

Purpose Statement

The core objective of this role is to support the Customer Care Manager to maintain the goals and objectives of the department.  The aim is to build a 'total service approach' to external and internal customers.

• Responsible for order entry in SAP to ensure next day delivery from DC.
• Take necessary action to expedite the order on time, and provide customer satisfaction with regards to availability, ship date, pricing, special delivery instructions.
• Ensures that all SLA’s, KPI’s and OPI’s are met.
• Follow up and taking necessary actions to ensure customer expectations are met.  Fully understands the logistic requirements of the customer in terms of delivery, consignment stocks.
• Monitors team performance on an ongoing basis along with Floor support

• Recommends process/procedural improvements.
• Provides daily,weekly or monthly reports on activities.

• Provides frontline support for customers for critical issues, consignment issues, and value added services.
• Analyses customer requirements and supports others to achieve anticipated results.
• Coaches others to understand customer problem-solving activities.

• Takes independent action to develop service improvements with the customer (in conjunction with department and divisional needs).
• Following documented procedure for product complaints and non complaint returns.
• Builds strong customer relationships and encourages open discussions which contribute to continuous improvement opportunities.
• Responsible in cooperation with Territory Manager to cycle the Consignment inventory on agreed timeframes.
• Get appropriate authorization regarding pricing issues.
• Demonstrates strong preparation skills in dealing with customer accounts.
• Monitors customer satisfaction and reports on issues, maintain customer files.
• Fully knowledgeable in the company's policies, procedures, and practices.
• Maintain a high level of technical product knowledge that is adequate to respond to everyday needs for technical product information.
• Expert level of capability with SAP,ESKER and other software packages.
• Knowledge of a European language apart from English is an advantage which will be utilised for translation purposes as well as in driving improvement Projects.
• Responsible for maintaining the required process documents needed from operational excellence perpective ( Process maps,SOP etc) and ensuring the correctness ,completeness and relevance of these documents.
• Develops relationships with internal customers to maintain critical communication processes.
• Close teamwork with Territory Managers and CS Team to enable a total service.
• As interface to Customers and Sales Representative has direct responsibility to facilitate, share documents and process to identify, notify and ensure any complaint or problem are addressed, thereby demonstrating high commitment to Quality in all interactions and behaviors.
• Act as needed to support and facilitate any field corrective action related his/her scope.
• Ensure awareness and compliance with applicable standard operating procedures/DTP/LWI to meet, comply and champion all quality and regulatory commitments of Boston Scientific.

• 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.

• Extensive knowledge in specialized functions like Order Management,ISPS(Supply Chain),Neuromod,Field Management, EDI etc.
• Knowledge of workflow tools like Esker and ERP like SAP would be an added advantage.
• Applies extensive knowledge of business concepts, procedures and practices and a complete understanding of fundamentals in Order Management, and working knowledge of other related disciplines like supply chain,Order to cash.
• Well versed in transition methodology and should be able to do knowledge transfer effectively.
• Performs mostly non-routine assignments requiring basic interpretation of established procedures.
• Assignments require broad judgment in troubleshooting proven processes as well as the ability to suggest alternatives.
• Works with limited supervision.  Receives no appreciable instruction on routine work and general instructions on new assignments.
• Utilizes/interprets advanced data to present documentation and analysis and resolve complex problems.
• Errors may be difficult to detect and would normally result in loss of customer business, material, or equipment to resolve.
• Contacts are frequent with individuals representing other departments, and/or representing outside organizations.
• Contacts involve obtaining or providing information or data on matters of moderate importance to the function of the department or which may be of sensitive nature.
• Connect on regular basis with the client in respect to operations update.
• Connect requires planning and preparation of the communications, require skill, tact, persuasion and/or negotiation to accomplish the objectives of the communication.
• Language: Fluent in English. An additional language is an asset.

Basic Qualifications

• Bachelor’s degree required; Masters preferred.
• 4-7 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

Requisition ID: 559960

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!