Senior Customer Care Analyst

This role is responsible for leading and supervising the Customer Care team to ensure timely and accurate order fulfillment, billing, and customer service excellence. This role acts as the key interface between customers, commercial teams, logistics, finance, and supply chain functions to ensure seamless execution of stock requests, back-order management, and monthly closing activities.

The role will drive customer care process excellence, customer satisfaction, and team development while ensuring compliance with company policies and regulatory requirements.

Key Responsibilities

• Lead development and implementation of process improvement strategies to meet business goals.
• Ensure timely and accurate processing of customer stock requests and sales orders.
• Oversee end-to-end order fulfillment activities, including order entry, allocation, shipment coordination, and documentation.
• Proactively manage back orders and communicate transparently with customers on supply status.
• Provide guidance on complex customer issues, escalations, and exception handling
• Support monthly closing activities, including sales reconciliation, billing adjustments, credit/debit notes, and reporting.
• Work closely with Finance to resolve billing discrepancies and customer account issues.
• Build strong relationships with key customers, hospitals, and distributors.
• Monitor key performance indicators (KPIs) such as OTIF, order accuracy, billing accuracy, and back-order levels.
• Drive corrective and preventive actions based on customer feedback.
• Ensure compliance with local regulatory and company quality requirements.

Requirements

• Bachelor’s degree in supply chain management, Business Administration, Logistics or related field.
• Minimum 5-years of relevant working experience in Customer Care, Order Management, or Supply Chain operations.
• 2-3 years of experience in a supervisory or a team lead role is preferred.
• Excellent written and verbal communication skills to interact with all levels and demonstrated ability to influence key stakeholders without direct authority.
• Advanced Excel skills and experience managing large data sets are essential, high attention to detail with a focus on accuracy and high-quality output.
• Ability to solve problems, work independently and collaboratively with teams across geographies and ability to work effectively in a fast-paced, dynamic and changing environment.

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!