Customer Operations Representative I

Additional Locations: Canada-ON-Ottawa

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

About the role:

The goal of the Customer Support Specialist is to make it easy for health care providers to experience the benefits of our products and expertise through hassle-free customer service that provides answers, solves problems and overcomes barriers to access. This key role efficiently processes customer orders, responds to inquiries and connects customers with the appropriate person or team when additional expertise is needed.

The Customer Support Specialist understands the demands of a busy health care practice by identifying customers' immediate needs and proactively anticipating and communicating next steps. The Customer Support Specialist sees every interaction as an opportunity to showcase our values and commitment to exceptional customer service.

Work mode: At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our Ottawa office at least three days per week.

Sponsorship: Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Relocation: Relocation assistance is not available for this position at this time.

Shift requirement: Employees must be available to work a 7.5-hour shift scheduled within the operating hours of 8:00 a.m. to 8:00 p.m. Eastern Time.

Your responsibilities will include:

• Manage inbound customer and sales team emails to accurately process orders.

• Manage outbound communications with the sales team to resolve issues and answer questions.

• Respond to incoming call inquiries and help resolve issues and complaints.

• Transcribe ordering information into custom order-tracking and database applications.

• Ensure all incoming emails are properly filed.

• Perform order-processing verifications, including support for Build Planner.

• Connect callers with the appropriate next level of expertise when required.

• Collaborate with field sales teams on customer cancellations and credits.

• Complete proactive outbound follow-ups with the sales team and health care providers regarding unresolved customer issues, unusual orders and license statuses.

• Distribute reports as required by accessing electronic folders, applications or spreadsheets.

• Support GMP compliance by completing recertifications and training assignments in a timely manner.

• Establish and maintain a professional business image through appropriate verbal, written and electronic communications, dress and behavior.

• Ensure all interactions and engagements are conducted with the highest ethical and professional standards and that all work is completed with quality and in accordance with company values.

Required qualifications:

• Technical degree or bachelor's degree in business administration or a related field.

• Minimum of 1 year's experience in a customer service or operations position.

• Proficiency in Microsoft Office, particularly Outlook, Excel and Word.

Preferred qualifications:

• Experience in a medical device or health care setting.

• Experience in medical device manufacturing.

• Knowledge of SAP.

Requisition ID: 633790

Minimum Salary: $39100 

Maximum Salary: $69400 

The anticipated compensation and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com--will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. 

Compensation for hourly, non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for salaried, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

Compensation for sales roles is governed by Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives).

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.