Customer Care Specialist

Hiring Manager: Shweta Mago
Recruiter: Aislinn Roche

ABOUT THE ROLE

This role works with the Customer Care Team to achieve customer focus objectives to provide both internal and external customers an exceptional level of customer service and support. Arranges allocation of regular transactional duties and processes when required. Key focus areas are to maintain and update sensitive system changes/updates and support, train and assist Customer Care Representatives and Seniors in their tasks and processes. Supporting the Customer Care Manager as required. In this role it is expected you will lead by example and demonstrate behaviours aligned with our professionalism and core values.

This role will be based in Mascot, New South Wales and will report to the Customer Care Manager.

WHAT WILL YOU BE RESPONSIBLE FOR?

• Effectively & professionally manage challenging or escalated enquiries from both internal and external customers through a range of different communication methods
• Proactively contact customers to resolve issues, offer solutions or influence behaviour change
• Manage & distribute task allocation/roster for consignment orders, sales rep inventory requests, loan kits, free of charge deliveries and returns. Contribute to transactional work as required.
• Providing an exceptional level of service and responsiveness with all enquiries 
• Review and manage work queues to ensure service level being met, keep stakeholders updated on status
• Manage system maintenance, testing and administration within SAP, EDI and local tools
• Process sensitive transactions such as customer master data, territory alignment, daily order performance, limited release and exclusions
• Be available to answer colleagues’ questions and provide guidance and assistance with tasks, maintain training support documents
• Manage and review end of month reporting process
• Manage and respond to customer feedback or complaints
• Identify and support process efficiencies and improvements
• Contribute to Customer Care (CC) and Operations projects, manage projects as directed by the CC Manager
• Attend conference calls as required, potential for some to be outside standard business hours
• Support the audit process, understand audit requirements and provide sampling as needed
• Maintain documentation in accordance with quality and financial audit requirements
• Work in adherence to and understand quality and compliance processes
• To represent Boston Scientific values and perform your role with integrity
• Contribute to a positive team environment and provide colleagues with support

KEY COMPETENCIES REQUIRED FOR SUCCESS

RELATIONSHIP BUILDING 

Establishes and maintains strong relationships internally and externally. Contributes to a culture of respect, diversity, and inclusion. Earns the respect and trust of others through effective interpersonal skills, integrity and authenticity.

CUSTOMER FOCUS

Identifies customer needs and ensures the effective delivery of high quality solutions, products, and services that meet or exceed customer expectations.

COMMUNICATION

Communicates effectively one-on-one and in groups. Openly shares knowledge and expertise. Listens actively and contributes to the open expression of ideas and opinions.

ADAPTABILITY

Responds resourcefully, flexibly, and positively when faced with new challenges and demands. Moves forward productively and optimistically under conditions of change or uncertainty.

PLANNING & EXECUTION

Implements initiatives and plans that align with individual or team objectives. Carries out initiatives with clear deliverables, milestones, accountabilities and measures of success.

Pursues all assignments and projects until completion. Follows through on assignments to ensure successful completion.

FUNCTIONAL EXPERTISE

Stays up to date in area of expertise and demonstrates use of that knowledge to successfully achieve goals and objectives.

SKILLS AND QUALIFICATIONS

• Experience in a similar customer facing role
• Excellent attention to detail
• Ability to understand customer needs
   

Requisition ID: 603464