Customer Care Representative Job Details | Boston Scientific

Job Description

Customer Care RepresentativeWork mode: HybridOnsite Location(s): Kerkrade, NLAdditional Locations: N/ADiversity - Innovation - Caring - Global Collaboration - Winning Spirit - High PerformanceAt Boston Scientific, well give you the opportunity to harness all thats 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, well help you in advancing your skills and career. Here, youll be supported in progressing whatever your ambitions.About the role:Be part of a fast-growing international team that supports global distributors with order fulfillment, invoicing, and product shipping. Take proactive ownership of order handling, product allocation, and shipment creation, ensuring timely updates and an exceptional customer experience through accountability and attention to detail.Your responsibilities include:Order Management:

• Oversee the entire order intake process, ensuring seamless entry, accuracy, and timely processing across multiple channels.
• Manage SAP order entry, coordinate shipments from various distribution centers, and proactively resolve issues, including proactive resolution of shelf life, regulatory, and credit blocks, to expedite order fulfillment.
• Take full ownership of order follow-up and shipment preparation, ensuring shipments are processed as per the agreed collection date with customers, or handling urgent on-demand shipments outside the standard schedule, always prioritizing the customers needs and ensuring timely fulfillment as requested.

Customer Relationship Management:

• Build strong relationships with customers and internal teams, including Commercial, Operations, Export, Planning, and Finance.
• Act as a central point of contact, collaborating globally to secure smooth order processing and deliver excellent customer service.
• Address customer requests and inquiries promptly, liaising with internal stakeholders as needed.

Process Excellence & Compliance:

• Continuously improve services to enhance customer satisfaction and drive process optimization initiatives.
• Ensure compliance with applicable procedures, local legislation, OFAC/BIS licenses, and corporate standards.
• Maintain accurate and up-to-date customer files and documentation.

Problem Resolution:

• Handle product complaints and service incidents, ensuring immediate resolution and thorough follow-up.
• Proactively identify and mitigate potential issues in order-to-cash processes.

Administrative and Compliance Oversight:

• Ensure customer files and administrative records are accurate, up-to-date, and properly maintained for seamless order management and reference.
• Adhere to internal processes, procedures, and corporate standards while prioritizing customer care and maintaining a patient-first mindset in all actions.

Team Collaboration:

• Support department objectives and collaborate with team members to achieve organizational goals, providing back-up when needed.
• Partner with regional sales teams and Business Unit Managers to enhance overall efficiency and customer support.

General Key Attributes:

• Demonstrates a detail-oriented, proactive, and fast-paced approach to work.
• Possesses strong organizational skills and the ability to prioritize effectively under pressure.
• Maintains a collaborative attitude and supports a culture of teamwork and cooperation.

Must Have:

• Education level: Bachelor (MBO /HBO)
• Customer Centric mindset
• Good interpersonal and communication skills.
• Multiyear experience in the area of Customer Service and Order-to-Cash process
• Experience with SAP and Excel

Nice to have:

• Experience in Export services and Logistics
• Experience with Salesforce.com/Service Cloud
• Experience in MedTech industry

What we can offer to you:

• Attractive benefits package - very competitive salary (including 8 PERCENT holiday pay, 13th month and yearly bonus)
• 30 days of annual leave
• A very good pension scheme
• A stock purchase program
• Excellent training/development programmes to influence your career
• Inhouse gym facility (free of charge)
• Option to lease a (electric) bicycle
• Inspirational colleagues & culture
• Fast Growing and innovative environment
• A team-oriented company culture
• International opportunities

Requisition ID: 598109As 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) isnt just business, its personal. And if youre 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!Job Segment: Fulfillment, Compliance, Customer Service Representative, CRM, Customer Service, Operations, Legal, Technology

Keyskills :
order management customer relationship process optimization problem solving team collaboration process excellence customer service customer satisfaction customer service representative problem resolution customer care representative communicati