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Associate - Customer Care Job

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Date: Mar 26, 2021

Location: New Delhi, HR, IN

Company: Boston Scientific

Purpose Statement

 

 

Process orders as assigned meeting timeline, Quality, Productivity and Incident target consistently. Focus on customer support, order handling, complaint handling and assist the sales force wherever needed.

Key Responsibilities

 

  • Process orders coming in via fax or e-mail and for customers according to specific requirements, including bundling & consignment orders, free of charge deliveries, returns etc.
  • Process stock deliveries to sales representatives in Region, as well as inventory transfers, as required
  • Process complex country-specific orders & EDI fall-outs
  • Monitor the complete delivery processes (e.g. Distribution Center and/or carrier).
  • Arrange special deliveries on request
  • Control and send out invoices
  • File ordering documents and related records
  • Handle service complaints from customers and/or sales representatives
  • Follow-up short term consignment stocks with customers and sales representatives
  • Respond to questions from sales representatives, pharmacists, nurses and/or doctors about orders, deliveries, product availability etc
  • Handle backorders
  • Should be flexible to work in different shifts.
  • Consistently meet / exceed productivity, timeliness, quality and incident targets as assigned

Quality System Requirements

In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

For those individuals that supervise others, the following statements are applicable:

 

  • Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
  • Establishes and promotes a work environment that supports the Quality Policy and Quality System.

 

 

 

Skillset Requirements

 

  • Performs complex or specialized assignments usually in the nature of projects, requiring working independently.
  • Applies broad knowledge of business concepts, procedures and practices and a general understanding of department fundamentals.
  • Close to moderate supervision. Receives general instructions on routine work and detailed instructions on new assignments.
  • Contacts are typically with individuals within own Function and occasionally with contacts outside own organization.  Contacts involve obtaining or providing information or data requiring some explanation or interpretation.
  • Language: Fluent in English. An additional language is an asset

 

Basic Qualification

 

  • Bachelor’s degree required; MBA desirable
  • 2-4 years or prior shared services / outsourcing; medical devices company supply chain function & applications eg SAP, ESKER, imaging & OCR solutions (desirable).
  • IT technical skills:  must understand & quickly learn underlying technical aspects of technology / system / applications
  • International experience – Self-awareness of communication styles and cultural / global differences

    Quality System Requirements

    In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

    For those individuals that supervise others, the following statements are applicable:

     

  • Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
  • Establishes and promotes a work environment that supports the Quality Policy and Quality System.
  •  

     

     

    Skillset Requirements

     

  • Performs complex or specialized assignments usually in the nature of projects, requiring working independently.
  • Applies broad knowledge of business concepts, procedures and practices and a general understanding of department fundamentals.
  • Close to moderate supervision. Receives general instructions on routine work and detailed instructions on new assignments.
  • Contacts are typically with individuals within own Function and occasionally with contacts outside own organization.  Contacts involve obtaining or providing information or data requiring some explanation or interpretation.
  • Language: Fluent in English. An additional language is an asset
  •  

    Basic Qualification

     

  • Bachelor’s degree required; MBA desirable
  • 2-4 years or prior shared services / outsourcing; medical devices company supply chain function & applications eg SAP, ESKER, imaging & OCR solutions (desirable).
  • IT technical skills:  must understand & quickly learn underlying technical aspects of technology / system / applications
  • International experience – Self-awareness of communication styles and cultural / global differences


Job Segment: Medical, ERP, Supply, SAP, Customer Service, Healthcare, Technology, Operations