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Customer Care Representative- KSA Job

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Date: Apr 20, 2021

Location: Riyadh, 01, SA

Company: Boston Scientific

Work Location : Riyadh, Saudi Arabia 

 

Purpose Statement:

The core objective of this role is to support the Customer Services Manager to maintain the goals and objectives of the department.  The aim is to build a 'total service approach' to external and internal customers.The core objective of this role is to support the Customer Services Manager to maintain the goals and objectives of the department.  The aim is to build a 'total service approach' to external and internal customers.

 

Key Responsibilities :

•    Responsibility for order entry in SAP to ensure next day delivery from DC.
•    Take necessary action to expedite the order on time and provide customer satisfaction with regards to availability, ship date, pricing, special delivery instructions.
•    Follow up and taking necessary actions to ensure customer expectations are met.  Fully understands the logistic requirements of the customer in terms of delivery, consignment stocks.
•    Takes independent action to develop service improvements with the customer (in conjunction with department and divisional needs).
•    Following documented procedure for product complaints and non complaint returns.
•    Effectively identifies additional sales/service opportunities derived from regular contacts with customers.
•    Builds strong customer relationships and encourages open discussions which contribute to continuous improvement opportunities.
•    Responsible in cooperation with Territory Manager to cycle the Consignment inventory on agreed timeframes.
•    Get appropriate authorization regarding pricing issues and manage sales deals.
•    Demonstrates strong preparation skills in dealing with customer accounts.
•    Monitors customer satisfaction and reports on issues, maintain customer files.
•    Fully knowledgeable in the company's policies, procedures and practices.
•    Product/Technical Knowledge: Maintain a high level of technical product knowledge that is adequate to respond to everyday needs for technical product information; Expert level of capability with SAP and other software packages.
•    Teamwork: Develops relationships with internal customers to maintain critical communication processes; Close teamwork with Territory Managers and CS Team to enable a total service.
•    Quality: As interface to Customers and Sales Representative has direct responsibility to facilitate, share documents and process to identify, notify and ensure any complaint or problem are addressed, thereby demonstrating high commitment to Quality in all interactions and behaviors - Act as needed to support and facilitate any field corrective action related his/her scope; Ensures awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.
 

 

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

 


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