Customer Care Rep IV

Additional Location(s):  N/A

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.       

Shift Hours: 8:30 AM - 5:00 PM

About this role:
The Order Excellence Group Lead plays a crucial role in supporting Internal and External Customers, fostering team development, and supporting the team’s daily activities to ensure efficiency and productivity.

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

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

VISA
Boston Scientific will not offer sponsorship or take over sponsorship of an employment VISA for this position at this time

Your responsibilities include:

Supporting Customers & Business Partners:

• Work closely with Customers, Sales Representatives, Credit, and Customer Master Teams to assist in tracking shipments, obtaining pricing information, handling emergency situations, and other miscellaneous requests.
• Process phone, email, and fax requests via Service Cloud/CTI.

Coaching and Development:

• Provide coaching to team members through side-by-sides to enhance their skills and performance.
• Assist in identifying training needs/gaps and organize relevant training programs.
• Foster a positive and motivating work environment.

Overseeing Daily Operations:

• Monitor daily operations to ensure smooth and efficient workflow.
• Allocate tasks and update team schedules to maintain optimal coverage.
• Address any operational issues promptly to minimize disruptions.

Quality Assurance:

• Regularly review calls, emails, and texts to maintain Exceptional service quality.
• Execute and monitor quality improvement initiatives.

Customer Experience:

• Take ownership of escalated issues and provide timely resolutions.
• Suggest strategies to enhance customer satisfaction and solve unmet needs.

Reporting and Analysis:

• Prepare and present regular reports on team performance.
• Analyze data to identify trends and make informed suggestions.
• Collaborate with other departments to align support strategies with overall business goals.

Team Collaboration:

• Promote teamwork and collaboration within the team and with various business partners.
• Promote clear and efficient communication and information exchange.

Required qualifications:

• 3 years of experience with an Associate’s Degree /diploma, or an equivalent combination of education and work experience.
• Problem-Solving Skills: Ability to perform mostly non-routine assignments requiring basic interpretation of established procedures. Assignments require broad judgment in troubleshooting proven processes and the ability to suggest alternatives.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with teammates, customers, sales representatives, and other stakeholders.
• Technical Proficiency: SAP and Familiarity with Service Cloud/CTI and other relevant software applications.
• Customer Service Skills: Strong customer service skills, including empathy, patience, and the ability to handle difficult situations with professionalism.
• Teamwork and Collaboration: Ability to work effectively in a team environment and collaborate with various business partners.
• Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Availability: Ability to work Monday-Friday from 8:30am-5:00pm with overtime as needed.

Preferred qualifications:

• Software Experience: Experience with SAP, Service Cloud, and Microsoft Office.
• Leadership Experience: Previous experience as a trainer, lead, or supervisor.
• Industry Knowledge: Experience in BSC Customer Service is a plus. Applies thorough knowledge of business concepts, procedures, and practices, and a complete understanding of fundamentals in a functional area and working knowledge of other related disciplines.

Requisition ID: 614269

Minimum Salary: $48776 

Maximum Salary: $82888 

The anticipated compensation listed above 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. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

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

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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 Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.