Analyst, Customer Care

Job Description 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. 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. Position Description: At Boston Scientific, you will leverage your expertise to deliver innovative services and solutions that create value for patients, customers, and employees. You will be part of an agile, high-performing team dedicated to advancing science for life. A career with Boston Scientific is more than just a job, it's personal. About the Role: 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. Key Responsibilities: - Performing order entry or order management functions with high quality and delivering expected performance with the needed productivity. - Utilizing your expertise in the Spanish language to support the team by interpreting customer comments on faxes and aligning them with process knowledge to solve queries. - Meeting all required 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. - 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 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 achieve objectives and meet deadlines. - Exchanging straightforward information, asking questions, and checking for understanding. - Compiling and organizing data/information to support discussions and inform decision-making. Requirements: Mandatory: - Minimum education level: University (Bachelor's Degree) - Proficiency in Spanish language - Minimum 2-3 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) - Excellent interpersonal and communication skills with a customer-centric mindset - Highly organized - Ability to manage a complex workload in a matrixed environment - Willingness to learn, grow, and develop - Business fluency in English - written and verbal is non-negotiable Preferred: - Experience in handling order management with tools such as Esker & SAP - Experience in Spanish language specialties - Experience with Salesforce.com/ServiceCloud Requisition ID:618001 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