Boston Scientific Analyst II Customer Care 

India, Haryana, Gurugram District 

866632255

Key Responsibilities:

• In-depth knowledge of Order Management, Customer Care, supply chain including capital equipment services for both channel partners as well as direct customers.
• Address customer queries and concerns effectively for both channel partners as well as Sales team. Deals efficiently with day-to-day operational issues.
• 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.
• Escalation management and prepare root cause analysis in case of incidents. Identify and implement corrective and preventive measures.
• Adherence to agreed SLAs and KPI’s along with monthly/weekly as per the schedule.
• Audit support for both internal and external audits.
• Drive process improvement and identify opportunities for automation and enhanced customer experience.
• Agile mindset with ability to adapt as per the evolving business requirements and customer needs.
• Ensure updating of DTP’s and SOP’s on a regular basis with compliance to global standards and procedures.
• Must be flexible whenever required, and be ready for extended support during month / quarter end.

Requirements:

• Minimum education level: University (Bachelor’s Degree)
• Minimum 5+ years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector
• 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
• Highly organized and able to manage a complex workload in matrixed environment.
• Willingness to learn, grow and develop.
• Business fluency in English – written and verbal

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.