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Customer Care Manager Netherlands / Belgium and Loaner kit team Job

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Date: Oct 1, 2021

Location: Kerkrade, LI, NL

Company: Boston Scientific

Additional Locations:


Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - 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.


At Boston Scientific, you will have the opportunity to put your expertise into practice by delivering breakthrough services and solutions that create value for patients, customers and employee. You will be part of an agile and high performing team committed to advance science for life. That’s why we say that a career with Boston Scientific is more than just a job, it’s personal.



To manage the Customer Services Department.


Your responsibilities include:


Team Management:

  • Responsible for providing the daily management and direction of the customer service team to ensure high levels of customer satisfaction;
  • Monitors team performance against service indicators on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on all aspects of department function;
  • Performs all personnel management activities for customer service staff, including recruitment, training, performance appraisal, salary management and professional development in collaboration with HR Manager;
  • Coaches others in the team on a disciplined customer services model;
  • Member of Senior management Team.


Business Management - Internal:

  • Responsible for developing first-class relationships, with the organization;
  • To develop, communicate and ensure the maintenance of the customer service policies and procedures as required by the company and the local rules;
  • Building a partnership approach with country sales managers to service customers by ensuring regular customer services/field sales communications - in the provision of tenders and quotations, in developing and recommending solutions to customer requests for special products or non-standard deliveries, in developing and maintaining established customer accounts; in making regular contact (including visits) with purchasing departments, in identifying sales enhancement opportunities and in implementing any service improvement programs;
  • Works in partnership with country sales managers in the control of consignment inventories; Develop and maintain business plans and budgets, including the control of expenses to ensure department objectives are met within budget.


Business Management – External:

  • Adjusts team strategies and initiatives to suit evolving customer requirements and opportunities for improvement;
  • Demonstrates awareness of broad industry trends and their impact on local/regional sales activities;
  • Identifies and develops working relationships with the economic buyer in their regions key accounts;
  • Effectively presents and communicates core strategies and performance in the wider business;
  • Conducts customer reviews and leads problem resolution for customers with complex economic restraints;
  • Exhibits strong inter-personal skills in front of the customer;
  • Maintains the skills and knowledge to promote the entire product line to all applicable buying influences and can differentiates each product line to the customer.



  • 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;
  • Ensures awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.


What we are looking for:

  • Education level: Bachelor’s degree in a relevant field
  • At least 5 years of experience in managing a Customer Care department and team
  • Excellent leadership skills
  • Excellent communication skills
  • Knowledge of SAP or other major ERP systems
  • Fluent English (speaking and writing), any other European language is an advantage
  • Open to innovation and continuously looking for opportunities to improve


What we can offer to you:

  • Working in an international environment
  • Attractive benefits package
  • A team-oriented company culture
  • Excellent training/development programs
  • Company with a purposeful mission


Requisition ID: 502842


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!


At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.


Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.


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