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Supervisor Customer Care Job

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Date: Nov 4, 2021

Location: Prague, Czech Republic

Company: Boston Scientific

Additional Locations:


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.

Boston Scientific transforms lives through innovative medical solutions that improve the health of patients around the world. As a global medical technology leader for more than 30 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.



Currently we are looking for a

Customer Service Supervisor



The core objective of this role is to support the Customer Services Manager to maintain the goals and objectives of the department. 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 Czech Republic in support of business objectives.



Key Responsibilities:


  • 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.
  • Lead and develop a team of 6 people to support country business. Set up individual targets and performance plans.
  • Business Management: Supports the supply chain management activities; Monitors team performance on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on team management; Monitors service indicators; Delivers team development to suit evolving customer requirements and opportunities for improvement; Ensures the effective implementation of customer records, key contacts, reports and company policies; Executes department strategies and activities; Maintains expenses to ensure department objectives are met within budget; Recommends process/procedural improvements; Provides monthly reports on activities.
  • Customer Activities and Team management : Provides frontline support for customers for critical issues, consignment  and logistic issues.  Analyses customer requirements and supports others to achieve anticipated results; Coaches others to understand customer problem solving activities; Models strong inter-personal skills in communicating with the customer; Actively supports department initiatives by proactively assisting in the training and influencing their team.


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.
  • 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.


  • 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 and Czech
  • 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

We offer:

Our company offers full time job in an international environment with attractive benefits package, competitive salary and a permanent employment contract. We also offer trainings and development tailored to employee’s needs.


Requisition ID: 507996


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!


At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.


Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.


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