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Business Process Lead Order Management Customer Care EMEA Job

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Date: Nov 6, 2021

Location: Kerkrade, LI, Netherlands

Company: Boston Scientific

Additional Locations: Netherlands-Amsterdam; Austria-Vienna; Belgium-Diegem; Czech Republic-Prague; Denmark-Hellerup; France-Voisins le Bretonneux; Germany-Düsseldorf; Germany-Ratingen; Greece-Athens; Ireland-Clonmel; Ireland-Cork; Ireland-Galway; Ireland-Kerlogue; Italy-Genoa; Italy-Milan; Netherlands-Arnhem; Netherlands-Kerkrade; Netherlands-Maastricht; Netherlands-Nieuwegein; Spain-Madrid; United Kingdom-Camberley; United Kingdom-Farnham; United Kingdom-Hemel Hempstead


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.


About the role:

Drive excellence in the E2E order management process throughout the EMEA region, partly executed by the EMEA Customer Care organization and partly by Global Business Services (India). Improve Order management efficiency & effectiveness by strong performance management, process harmonization, automation of standard & repetitive tasks, growing uninterrupted order flows and delivering on customers' expectations in the region in support of business objectives.   


Your responsibilities include:2


⦁    Implement harmonized, efficient & effective Order Management processes across EMEA countries for all order types, in close alignment with BPL’s in other regions to optimally secure and further grow global standards.
⦁    Propose and develop Order Management KPI’s & reporting and strengthen EMEA Order management Performance management.
⦁    Investigate, analyze, synthesize key order management related improvement areas and develop, propose and implement an EMEA Order Management improvement roadmap, in annual planning /AOP cycle, in close cooperation with Subject Matter Experts across EMEA countries and Global Business Services, supporting the automation journey within Customer Care.
⦁    Optimize Order management processes in SAP/S4Hana in combination with technology platforms Esker/EDI/SFDC in close cooperation with (Technology) Product Owners. Support implementation of optimal Order Management process in S4Hana implementation project.
⦁    Project manage Order Management related improvement projects.
⦁    Liaise with e.g. Global Business Services (India), MDM, Commercial, FP&A, to optimize Order management and prepare and introduce new initiatives.
⦁    Drive high performing teamwork for Order Management within Customer Care EMEA by establishing a strong network with and functionally steering of Order Management SME’s throughout Customer Care EMEA as well as GBS.
⦁    Chair the monthly EMEA Order-to-Cash Community of Practice/forum.
⦁    Own and maintain Order Management related policies, procedures & work instructions and secure proper training materials and training of stakeholders.


What we are looking for:


Education & Experience:
⦁    University Degree in engineering or business
⦁    Multi-year experience in optimizing Customer Care – Order-to-Cash process in a MNC
⦁    Experience in the MedTech industry is a pre


Skills & knowledge:
⦁    Thorough understanding of Customer Care related business processes, esp. Order-to-Cash
⦁    Strong working knowledge of SAP/S4Hana (order fulfilment)
⦁    Knowledge of technologies like EDI/Esker/SFDC is a plus
⦁    Knowledge & experience in driving automation in order management
⦁    Advanced use of Microsoft Office (Excel, Word, PowerPoint)
⦁    Experienced in using Lean & Continuous Improvement methodologies
⦁    Fluent English 
⦁    Strong Analytical skills and structured thinking
⦁    Experience with designing & implementing policies, procedures and work instructions
⦁    Strong communication and change management skills  
⦁    Strong Project management skills
⦁    Ability to work with a virtual team



⦁    Customer centric thinking
⦁    Sense of urgency to complete projects
⦁    Performance driven, Continuous improvement mindset. Challenging the status quo.
⦁    Able to organise and prioritise tasks well and work to tight deadlines without close supervision
⦁    Creative and resourceful in the ability to find information from a variety of sources and in developing routes to solution
⦁    Willing and able to travel as required


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: 508599


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!

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