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Customer Service Analyst

Boston Scientific's hybrid workplace includes remote and onsite roles. By applying to this position, you will have the opportunity to discuss your preferred working location with your Talent Acquisition Specialist.

Remote Eligible:  Hybrid
Onsite Location(s): 

Warsaw, PL

Hiring Manager: Eliza Agnieszka Krawczyk
Recruiter: Katarzyna Soltysiak

 

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.

 

Customer Service Analyst

 

About the role:

Responsible for supporting the profitable and sustainable growth of Boston Scientific through the management of key process improvement projects as part of the European Customer Care Program Management team. Specific responsibilities include Customer Care process and data analysis, process improvement execution, problem solving, trouble shooting, and support the delivery of Memphis Program.

Responsible for supporting Business Optimization initiatives in support of policies and programs and in conformance with the Boston Scientific quality systems, understanding business change needs, assessing the business impact of those changes, capturing, analysing, and documenting requirements and supporting the communication and delivery of requirements with relevant stakeholders.

 

Your Responsibilities will include:

 

 

  • Order management according to specific country requirements, including electronic order management configuration and customers.
  • Monitor Electronic Order Management Inbox for manual Intervention Inbox for Europe
  • Analyzing electronic order management manual interventions, country, and EMEA trends that impact both the customer and order processing time.
  • Support Electronic order management master data uploads.
  • Ensure timely resolution ensuring current policies and practices are followed and keeping accurate documentation.
  • Identify, communicate, and manage moderate levels of technical risk.
  • Handle service complaints from local customers care support
  • Communication and collaboration with local customer care teams for resolution of manual intervention errors that require contact with the customer
  • Communicate and present project/project status to senior management and key project stakeholders as appropriate.

 

Continuous Process Improvement

 

  • Develop and support a work environment of continuous improvement that supports BSC’s Quality Policy, Quality System, and the appropriate regulations for the area they support. 
  • Work with colleagues in the EOM CoE Team to share best practices and standardize communications to those outside the department.
  • Challenges non-standard processes when necessary.
  • Analyze and interpret business data to identify optimum improvement opportunities, suggest unique solutions and champion implementation.
  • Establish and support a work environment of continuous improvement that supports BSC’s Quality Policy, Quality System and the appropriate regulations for the area they support. 

 

 

 

What we are looking for:

 

  • Excellent analytical and problem-solving skills; including business process and data analytic.
  • Self-starter: ability to effectively prioritize, manage multiple tasks and complete assigned tasks with minimal direct supervision.
  • Previous experience of working successfully within cross border and virtual team is an advantage
  • Ability to recognize ineffective electronic order management mapping errors and/or call attention to potential problems with data sets/input across the various solutions.
  • Ability to communicate with both technical and non-technical users orally and in written format
  • Keen attention to detail and accurate data entry.
  • Provide input on how to improve internal efficiencies; grow knowledge and be aware of best practices and market trends.
  • Work with internal and external parties to develop business requirements for new EDI tickets or and enhancements of existing services.
  • Sharp, fast learner with a curiosity and aptitude for technical learning.
  • Knowledge and application of Lean tools and methods.

 

 

 

Experience:

 

 

  • Degree or relevant Business, Engineering or Science discipline.
  • Language need: Fluent English, Spanish/Italian would be a plus
  • SAP experience and Knowledge of SAP S4/Hana
  • Not required but we value experience in EDI (Electronic Data Interchange)
  • Experience in medical devices industry
  • Order to Cash process knowledge/expertise
  • Analytical skills (Excel)

 

 

What we can offer to you:

 

  • Hybrid working mode
  • Fixed - term contract for 1 year
  • Working in an international environment
  • Fast Growing and innovative environment
  • Language courses
  • Free and confidential counselling support/program (Psychological, Financial, Legal)
  • Parential leave Policy
  • Medical Care (VIP Package)
  • Life insurance

 

Learn more about our benefits here => Poland

A career with Boston Scientific is more than just a job. Join us and see what we mean. To grow our business, we make growing our people a top priority. 

 

We, Boston Scientific, are an equal employment opportunity employer. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on a person’s age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

 

Requisition ID: 535895

 

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.

 

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.


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