Analyst II, 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.

The core objective of this role is to support the India claims processing team and maintain the goals and objectives of the function.

Key Responsibilities:

• In-depth knowledge of Claims processing, Order Management, Customer Care, supply chain finance, including capital equipment services for both channel partners as well as direct customers.
• Coordinate closely with customers, sales teams, and channel partners to ensure seamless communication and issue resolution across order-to-cash and service workflows.
• Support end-to-end claims processing, including validation and coordination with internal teams to issue timely credit and debit notes.
• Coordinate with finance for resolution of pricing, delivery, and billing discrepancies to ensure accurate financial adjustments.
• Assist in tracking and optimizing working capital by monitoring customer credit limits, payment cycles, and open claims.
• Contribute to supply chain finance initiatives, including cash flow improvements and invoice settlement optimization.
• Drive process improvement and identify opportunities for automation and enhanced customer experience.
• Collaborate with Supply Chain, Commercial, Finance and Warehouse and ensure optimum utilization of logistics along with customer satisfaction.
• Data reporting and analysis for multiple stakeholders.
• Adherence to agreed SLAs and KPI's along with monthly/weekly as per the schedule.
• Escalation management and prepare root cause analysis in case of incidents. Identify and implement corrective and preventive measures.
• Agile mindset with ability to adapt as per the evolving business requirements and customer needs.
• Ensure updating DTP's and SOP's on a regular basis with compliance to global standards and procedures.

Quality System Requirements:

• In all actions, demonstrate 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:

• Minimum education level: University (bachelor's degree)
• Minimum 5-6 years of experience in Claims handling 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, Salesforce, DRMS, and the Microsoft Office suite of products (Excel, PowerPoint, Outlook)
• Excellent interpersonal and communication skills with a customer-centric mindset
• Ability to manage a complex workload in a matrixed environment.
• Business fluency in English – written and verbal is non-negotiable.
• Working knowledge of supply chain finance concepts such as invoice financing, dynamic discounting, and working capital optimization
• Understanding of the financial implications of order fulfillment, logistics costs, and vendor payment terms in end-to-end supply chain operations
• Experience in coordinating with finance teams to support cost control, budgeting, and reporting related to customer service and logistics activities
• Strong understanding of claims processing workflows, including validation of customer claims and execution of credit/debit notes
• Hands-on experience managing discrepancies in pricing, delivery, or product issues leading to financial adjustments
• Proficient in preparing, reviewing, and processing credit and debit memos in ERP systems such as SAP
• Experience with value-based rebate (VBR) agreements, including set-up, performance monitoring, and financial settlement based on commercial or clinical outcomes
• Familiarity with SAP rebate functionality, including condition records, rebate accruals, and automated settlement processing for VBR programs
• Ability to analyze VBR program effectiveness in collaboration with finance and commercial teams, ensuring alignment with business objectives and customer agreements
• Knowledge of compliance and documentation requirements for audit-ready claims handling and financial reconciliations

Requisition ID: 614656

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