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Business Support Representative (Sales Office) Job

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Date: Jun 25, 2019

Location: Heredia, H, CR

Company: Boston Scientific

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Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.


About the role

The Business Support Representative works within the Supply Chain organization. It is the link between external clients and the Boston Scientific Costa Rica organization. Maintains a constant interaction with customers for the management of their Purchase Orders / Order Notes, credit status and everything related to your account. Your interaction with clients must be proactive in order to build a better service relationship. Develops a deep understanding of the client's needs (internal and external) in business, billing, growth objectives, business cycles and build strategic plans in the short and medium term.


Your responsibilities include:

  • Be the owner of the service relations with the client, to be the main communication contact with the clients in relation to their accounts in all matters related to service, orders, billing, collection processes and related activities / processes.
  • Proactively offer information related to assortment orders, availability issues and everything related to the product portfolio to the accounts assigned to increase customer loyalty.
  • Proactively search for feedback with customers to measure the level of satisfaction, identify bottlenecks, generate improvement proposals to increase the customer experience.
  • Understand the structure, needs and everything related to the needs of customers and use their knowledge to help and anticipate the needs that may arise.
  • Develop and maintain a constant understanding of the business objectives, give recommendations that add value to both the business and its Clients.
  • Understand marketing programs and operational plans according to your customers.
  • Regularly execute the follow-up to the open (pending) orders of the clients, provide the status of these and anticipate possible needs.
  • Understand the current state of supply related to the customer base-business divisions.
  • Use your knowledge of Order to Cash to give support, guidance, advice and possible solutions to clients.
  • Respond quickly and accurately to customer requests regarding requirements, product availability and portfolio information in accordance with the deadlines and defined expectations.
  • Understand the Indicators (KPIs) and metrics relevant to the role or area, maintain continuous knowledge of current performance and a proactive effort to close gaps in performance in conjunction with the Team Leader.
  • Attach to the appropriate communication channels and processes, using the relevant tools, when internal information is shared (eg orders, supply, delivery, information)
  • Control, knowledge and adherence to all documentation and processes, support the Control Panel team in updating and creating documents related to the Service as the case may be, as required by the Team Leader.
  • Proactively escalate to the Customer Service Supervisor, the bottlenecks in the processes that negatively impact the customer experience and suggest possible improvements or work routines that can improve the experience with the Client.
  • Coordinate internal resources between functions (cross-fuctionally) to solve customer problems and deliver solutions to accounts.
  • Manage the information requirements of the client for the Master Data team, for SAP information updates.
  • Collaborate with your Stakeholders directed by managers and in specific cases where collaboration and communication is a direct result of a request from a specific client.
  • Help partners from different channels and strategic customers analyze their businesses to identify training opportunities, process improvement and operational excellence.
  • Manage the reception and creation of Purchase Orders and Customer Order Notes, as well as the generation of the corresponding deliveries of the different models of supply and according to the model of each client.
  • Comply with the billing and stamping requirements in accordance with the requirements of each of the Customers, as well as ensuring that each invoice has merchandise receipt support.
  • Follow up (along with the area of ​​Accounts x Charge) of the generated billing, as well as the pending (rebills, anomalies, etc) of each of the accounts of the clients to close them in time. As well as ensuring that you have complete information to enter the review.
  • Validate billing prices; Likewise, be in communication with the Planning area to know the status of the products in Back Order and thus be able to give a tentative date of availability to the Clients and the sales force.
  • Coordinate together with the 3PL the Returns of products complying with the internal regulations and processes.


What we are looking for:

  • Academic background: Degree in Engineering, Business Administration, International Business, or similar.
  • Microsoft Office Suite (Advanced).
  • Salesforce (Intermediate).
  • SAP (Intermediate).
  • Softskills: Costumer service oriented, Strategic Thinking, Oriented to results, Analysis and syntesis capabilities, Continous Process Improvement, Teamwork and people development.


About us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.


Requisition ID: 447990


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