Associate Ii, Customer Care

**Additional Locations**: India-Haryana, Gurgaon

**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.

Purpose Statement

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.

Key Responsibilities
- Responsibility for order entry in SAP to ensure orders received are completed the same day.
- Take necessary action to expedite the order on time and provide customer satisfaction with regards to availability, ship date, pricing, special delivery instructions.
- Follow up and taking necessary actions to ensure customer expectations are met. Fully understands the logistic requirements of the customer in terms of delivery, consignment stocks.
- Provides frontline support for customers for critical issues,consignment issues and value added services.
- Analyses customer requirements and supports others to achieve anticipated results.
- Following documented procedure for order processing.
- Effectively identifies additional sales/service opportunities derived from regular contacts with customers.
- Timely reporting of any potential issues, errors to management
- Responsible for maintaining the required process documents needed from operational excellence perpective ( Process maps,SOP etc) and ensuring the correctness ,completeness and relevance of these documents.
- Ensures awareness and compliance with applicable standard operating procedures to meet, comply.

Quality System Requirements
In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

Skillset Required
- Extensive knowledge in specialized functions like Order Management,ISPS,Neuromod,FIM,EDI etc.
- Knowledge of workflow tools like Esker and ERP like SAP would be an added advantage.
- Need to be hands-on processing.
- Performs mostly routine assignments requiring basic interpretation of established procedures.
- Errors may be difficult to detect internally and would normally result in loss of customer business, material, or equipment to resolve.

What we are looking for:
Mandatory:

- Minimum education level: University (bachelor’s degree)
- Minimum 2-4 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 matrixed environment
- Willingness to learn, grow and develop
- Business fluency in English - written and verbal is non-negotiable
- Working in multicultural and international environment with stakeholders, in a company whose mission and vision is to positively transform the lives of patients around the world
- An attractive and competitive benefits package
- A team-oriented company culture in a rapidly growing, innovative and dynamic business environment
- A commitment to support you with excellent training/development programs

The above statements are intended to describe the general nature and level of work being performed
by people assigned to this classification. They are not intended to be construed as an exhaustive list
of all responsibilities, duties and skills required of personnel so classified.

**Requisition ID**:601564