Customer Care Representative (UK)

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
To provide Customer Care support for Boston Scientific products and works in line with local sales strategies by processing customer and internal product / service orders, responding to and measuring pre-sales and post-sales product-related inquiries, complaint handling and service needs.

Responds to internal and external customer contact regarding product availability, delivery status and ad hoc queries; strives to maintain customer goodwill by providing responsive customer service.

In addition support the team leader to maintain goals and objectives of the department.

This full time permanent position is based from our Hemel office and offers hybrid working (alternating 2-3 days per week onsite in the office).

Your responsibilities will include:

• Process email or Electronic Document Interchange (EDI) orders and invoices according to customer specific requirements.
• Process stock deliveries to sales representatives, as well as inventory transfers.
• Monitor the complete delivery processes (e.g., Distribution centre and/or carrier).
• Arrange special deliveries on request.
• Adhere to local document and record related administration policies.
• Handle service complaints from internal and external customers within agreed SLA’s.
• Respond to internal and external customer queries, proactively problem solving when required within agreed SLA’s.
• Measures and tracks queries to be followed up and closed off.
• Builds strong internal and external customer relationships and encourages open discussions which contribute to continues improvement opportunities.
• Fully understands the operational requirements of the customer in terms of delivery, procurement, and stock.
• Fully knowledgeable in the company’s policies procedures and practices.
• Take independent action to develop service improvements with the customer (In conjunction with department and divisional needs).
• Effectively identifies additional sales/service opportunities derived from regular contact with customers.
• Maintain quality master data management including SAP pop-up maintenance.
• Monitor customer satisfaction and report issues.
• Demonstrates strong preparation skills in dealing with customer accounts.
• Answer incoming telephone calls to the customer service department and taking ownership of call abandonment rates.
• Handle backorders.
• Provide cover where required for all divisions.
• Order Taking Processes: Order Entry (Including Correct purchase order (PO) Source, Ship to, sold to, detail of delivery, internal order specific text, Correct order type, check price, check product, check for directions for use (DFU) requirements, take corrective actions where necessary, identifying and liaising with relevant stakeholders; Adjustment Processing (Review allocation hold, back orders, making judgement decisions on any order amendments and liaising with relevant stakeholders); Arrange product returns and seek relevant approvals for Credits Notes.
• Query management: Understand individual query situations and identifying resolutions within agreed SLA's.
• Quality: Ensure awareness and compliance of the Standard operating procedure (SOP's) and Work instructions (WI); Ensure that product complaints are reported within the allowed timeframes by detecting quality related issues and acting upon them; Contribute to the timely closure of Field Corrective Actions.
• Build a strong awareness and understanding of audit and quality compliance and the wider impact each individual has to minimise the business exposure to risk.
• Improve and measure performance of the field team in their management of short-dated product, Lot Control pending purchase (LCPP), Sales or Return (SOR) and Pending Purchase Order (PPO), providing guidance where possible.

What are we looking for in you:

• Industry experience within a Customer Care Support or client facing administration/business role.
• Experience of field inventory management and consignment is advantageous.
• Excellent customer service expertise.
• Positive attitude and enjoys being part of a team with a shared goal.
• Comfortable and confident with both internal and external communications across emails and telecommunications.
• Highly organised with excellent attention to detail and analytical/problem solving skills.
• Adaptable under pressure and can prioritise tasks accordingly to meet deadlines.
• Innovative and drives continual improvement opportunities.
• Computer literate (e.g., within Microsoft Office, SAP and/or other ERP systems) and willing to further develop expertise in this area.
• Fluent English language skills, both written and verbal.

What we can offer to you:

• Experience in a ground-breaking multinational company with attractive benefits.
• Upskilling.
• Mentoring.
• A company with a purposeful mission.
• A permanent position.

Requisition ID: 576232

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!