Boston Scientific Customer Support Specialist 

Belgium, Flemish Brabant 

608477643

We’re at the forefront of the medical device industry – leading, evolving it to address unmet and emerging needs in healthcare.
Our culture powers our performance and we turn our shared vision into value with the contribution of our 36.000 colleagues around the world.

Role based in Brussels.

Effective team members are trilingual - English + Spanish + Italian are mandatory. Fluent French is an asset.

Key Responsibilities

• Manages inbound customer and BSC Sales team emails to support accurate processing of orders
• Transcribes order details into BSC TheraSphere custom order processing platform
• When processing orders, determines appropriate delivery schedule, billing details and verifies data entry
• Manages outbound communications to Sales team to resolve issues and answer questions. When required, connects BSC sales personnel with the next level of TheraSphere Customer Support expertise eg. supervisor or manager.
• Supports hospita l inquiries by transfering to appropriate BSC personel.
• Based on feedback from field reps, supports the processing of cancellations requests and credit transactions.
• Ensures shared mailbox emails are filed in appropriate folders
• Prepares Pro-forma invoices
• Collaborates with BSC field sales teams on customer site set-ups . Includes set up within BSC applications and contracted manufacturer & carriers
• Maintains customer data accuracy in BSC system applications
• Monitors customer license limits and the validities
• Supports GMP compliance by completing recertifications and training assignments in timely manner
• Establishes and maintains professional business decorum through appropriate business communications (verbal, written and electronic) dress and behavior
• Ensures that all interactions and engagements are carried out with the highest ethical and professional standards and that all work is accomplished with quality and in accordance with BSC values
• Performs activities in accordance with local legislation, Customer Care and BSC corporate procedures.

Education and Experience

• Administration or Business Diploma
• Proficient in Microsoft Office, especially Outlook, Excel and Word
• Medical industry / healthcare administration experienced an asset
• Medical device manufacturing experience considered an asset
• Previous Customer Service / Care experience considered an asset

Skills and Attributes

• Detail oriented, conscientious, demonstrates a friendly and helpful demeanor
• Excellent communication skills – verbal, written, electronic and telephone
• Ability to multi-task and problem solving
• Process oriented to pinpoint where the customer is in their BSC journey, to provide answers to where the customer is now and to communicate what the next steps are in the journey (to help the customer anticipate and prepare for the future).
• Understands customer’s personality and tailors language, tone, speed of conversation to align service delivery to customer’s personality (not the other way around)
• Doesn’t just resolve the current issue – heads off the next one by anticipating and dealing with related downstream issues
• Focuses on problem solving and accuracy, not speed
• Tenacious / won’t give up until the customer’s request / problem is resolved to the customer’s satisfaction / takes ownership and accountability
• Acts like a diplomat to deliver unpopular information to the customer without being disagreeable
• Lives and follows the BSC DNA everyday
• Team player and team first mindset and attitude is a must-have
• Candidates applying for the is position require previous CS experience and a desire to remain in the customer support role for the long term.
• The Brussels team is operating under a hybrid model of 3 days/week in the office and working remote.