Customer Care Distribution Representative

About the Role:

At Boston Scientific, we are committed to improving patient lives through innovative medical solutions. As a Customer Care Distribution Representative, you will play a key role in supporting distributors across the GEM SEE region by managing end-to-end order-to-cash activities within a complex, multi-country supply chain environment. 

In this role, you will ensure accurate order execution, compliant shipment processing, and timely customer support while working collaboratively with cross-functional teams including Commercial, Planning, Export, Operations, Finance, Quality, and Regulatory. This position is well suited for an experienced customer care professional who thrives in a fast-paced, regulated, international setting. 

Key Responsibilities:

End-to-End Order Management & Execution 

• Manage the full order lifecycle from order entry through invoicing using SAP S/4HANA and SAP ECC, ensuring accuracy, compliance, and timely execution. 

• Proactively identify order, shipment, or delivery risks and take corrective action to prevent service delays or customer impact. 

• Manage urgent and life-saving requests, coordinating across multiple departments to ensure immediate dispatch while maintaining ownership of the broader order portfolio. 

• Coordinate daily with Commercial, Planning, Export, Operations, Finance, Quality, and Regulatory teams to remove blockers and expedite order fulfillment. 

• Support complex, multi-country supply chain flows, ensuring seamless execution across functions and geographies. 

Shipment & Export Coordination 

• Coordinate shipments from multiple global shipping locations ( Netherlands multi-site, Dubai , Ireland) , each with distinct operational and documentation requirements (e.g. BOE, AWB, MOH approvals, export documentation). 

• Create and troubleshoot shipments in SAP S/4HANA, monitor outbound warehouse processing, and act according to delivery status. 

• Resolve shipment issues related to batches, product revisions, configuration mismatches, segregation requirements, and Quality Holds. 

• Ensure compliance with export control regulations, including HS codes, tariff classification, GTS invoicing, embargo/legal/RA blocks, and sanctioned-party screening. 

• Manage export licenses and permits for shipments outside the EU, ensuring shipments occur within license validity timelines. 

Customer Care & Case Management 

• Act as a key point of contact for distributors, responding to inquiries and providing timely, accurate order and shipment updates. 

• Manage customer cases using Service Cloud, ensuring proper documentation, follow-up, and adherence to defined KPIs. 

• Log, investigate, and follow up on service complaints and customer satisfaction/dissatisfaction, demonstrating the ability to understand customer sentiment beyond explicit communication. 

Process Compliance:

• Manage Debit/Credit notes, rebates, returns, recalls, warranties and pricing discrepancies in coordination with our customers, Finance and Commercial teams. 

• Validate and process manual FOC and NFHU orders, ensuring correct customs value, pricing conditions, and SOX-compliant approvals before processing.  

• Ensure adherence to internal procedures, work instructions, and compliance requirements, remaining aligned with the latest policies required to perform daily tasks. 

• Contribute to continuous improvement initiatives aimed at enhancing service quality and process efficiency. 

Key Competencies:

• Customer Focus: Demonstrates commitment to delivering reliable, high-quality service. 

• Execution Excellence: Manages processes accurately, efficiently, and with strong attention to detail. 

• Collaboration: Works effectively across functions and geographies to achieve results. 

• Problem Solving: Identifies issues, assesses impact, and implements practical solutions. 

• Accountability: Takes ownership for outcomes and follows through on commitments. 

• Learning Agility: Adapts to changing processes, systems, and regulatory requirements. 

Required Qualifications & Experience:

• Bachelor’s degree or equivalent professional experience. 

• Several years of experience in Customer Care, Distribution market, Order-to-Cash within an international environment (MedTech preferred). 

• Hands-on experience with SAP S/4HANA and SAP ECC. 

• Experience working with Service Cloud / Salesforce or similar case management tools. 

• Good understanding of end-of-the-end supply chain processes (order management, exportation, and regulatory processes.) 

• Experience operating within complex, multi-site order and shipment management environments. 

What We Offer:

At Boston Scientific, we offer a collaborative and inclusive work environment where employees are supported in their professional growth and encouraged to make a meaningful impact. 

• A role within a global, purpose-driven organization focused on improving patient lives 

• An inclusive and diverse workplace that values different perspectives and experiences 

• Opportunities to work in an international environment with cross-functional and cross-regional collaboration 

• Learning and development opportunities to support continuous growth 

• A competitive total rewards package, including compensation and benefits, aligned with local market practices 

Boston Scientific is an equal opportunity employer. We are committed to fostering a workplace where everyone feels respected, valued, and empowered to contribute.