Lead, Customer Care

Additional Locations: 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.

About the Role: Lead, Customer Care

The Customer Care department is crucial in managing and administering the order management of medical equipment and processing orders and inquiries. You will join a dynamic international team supporting local Growth and Emerging Markets and global distributors in fulfilling product orders. Your role will involve managing order handling and ensuring an exceptional customer experience.

Location: Gurgaon, Haryana

Responsibilities:

• Performing order entry or order management functions with high quality and delivering expected performance with the needed productivity.
• Accountable for all metrics such as average handling time, quality targets, etc., as assigned per the process guidelines.
• Aligning with all queries shared by the local customer care team and providing resolutions based on information given by customers. PoC for Local Customer Care
• Being efficient with MS Excel, PowerPoint, MS Word, and MS Outlook Teams. Creating required reports and presentations.
• Applying basic conceptual knowledge of theories, practices, and procedures within the job function.
• Performing order assignments using existing procedures.
• Receiving guidance and direction from more senior-level roles/managers within the job function.
• Applying general business knowledge obtained through education or past experience with guidance from others.
• No supervisory responsibility; accountable for own contributions and meeting objectives with guidance from more senior-level roles/managers.
• Working within standardized procedures and practices to meet process standards.
• Responsible for timely LWI/ SOP updates and getting them approved by local customer care.
• Compiling and organizing data/information to support discussions and decision-making.
• Lead/ support projects to drive efficiencies across the teams/ to business.
• Support equitable distribution of work across team members.
• Lead & drive the VI culture in team. Support meeting the overall VI target for the region.
• Responsible for incident RCAs & Closure as per agreed timelines & severity category.
• Plan, schedule, execute and report new hire & Re-fresher training.
• Execute cross skilling plan per defined timeline.

Your Experience:

• Minimum education level: University (bachelor’s degree).
• Minimum 4-5 years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector (or similarly regulated industry, e.g., Pharmaceuticals, etc.).

• Experience with and proficiency using SAP and the Microsoft Office suite of products (Excel, PowerPoint, Outlook). Experience with Salesforce.com/ServiceCloud.

• Excellent interpersonal and communication skills with a customer-centric mindset.
• Highly organized & clarity of thought.
• Ability to manage a complex workload in a matrixed environment.
• Willingness to learn, grow, and develop.

Requisition ID: 610195

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!