Customer Care Manager, GEM Job

Diversity – Innovation – Caring – Global Collaboration – Winning Spirit – Caring – 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.

Work Location: Within GEM countries (Dubai, Lebanon, Turkey, South Africa, Romania)

Purpose Statement:

To design and execute Customer Care strategies & supervise overall Customer Care teams across all Growth Emerging Markets & Customer Service Export team. Coordinate and lead transformational changes ensuring a unified customer experience through standardized Customer Care processes throughout the region. Ensuring compliance to company standard operating procedures and meeting Global quality objectives & controls. Leading budgeting and cost controls & value improvement initiatives throughout the region.

Key Responsibilities:

• Leads local Customer Service Teams to ensure consistent delivery of world class service. Oversees daily operations, assuring compliance with standard operating procedures, regulations, and policies.
• Leads Customer Service Export team supporting worldwide distributors across BSC, supporting Export activities including freight and documents requirements for each destination country along with working internally with Commercial, Demand Planning and Finance teams to ensure End to End visibility.
• Supporting Letter of Credit reviews and timely processing by Customer Service teams.
• Lead regional KPIs development and reporting, representing GEM Customer Care on regional platforms.
• Drive Standardization across Growth Emerging Markets to deliver a unified customer service experience across the region.
• Directs the management of Team staff. Leads special projects as assigned by leadership.
• Leverage & identify opportunities for Customer Service automation technologies to drive best practices and yield best results.
• Oversees the operations within Customer Service with responsibility for directing, developing and implementing systems that produce highest quality customer service in the most cost-effective manner.
• Facilitate cross-functional teams toward consensus on optimal E2E solutions focusing on customer improvement activities.
• Oversees daily operations of the departmental policies, procedures and tactical operations
• Supports audits and responds to audit findings.
• Maintains SOX compliance across the region.
• Oversees processes related to sales rep assigned inventory, returns, complaints, special programs and field actions.
• Assist staff with questions concerning BSC procedures/policies and any special issues that may arise.
• Facilitates problem solving. Coaches and develops teams on all aspects of Customer Service Team to ensure superior level of quality customer service.
• Directs the management of staff, including workforce planning, recruitment, skill and performance assessment, workload distribution, training compliance, professional development, and corrective action.
• Evaluates Team performance to manage the achievement of goals and reduction of errors. Establishes and implements business process improvement plans based on metrics and internal and external feedback.
• Assures compliance with all related standard operating procedures (SOPs), government regulations, and corporate and site policies.
• Aligns Team SOPs with Corporate SOPs. Conducts reviews of Team SOPs and Work Instructions and updates for current accuracy.
• Manages pertinent internal and external communication about Customer Service, Team performance, BSC products, etc.
• Lead the GEM Customer Care financial budgets, resourcing requirements & regular financial updates throughout the region.
• Initiate processes to capture & Investigate customer complaints to ensure appropriate corrective actions are taken.
• Act as the Subject Matter Expert for Customer Care activities across the region.
• Lead Customer Care Optimization Projects across the region.
• Collaborates with other Customer Fulfillment Center and BSC groups to plan and execute superior level of overall customer service.
• Works closely with Supervisors and Human Resources to address performance gaps. Delivers employee performance appraisals.
• Minimum of 25% International travel required.

Requisition ID: 537982

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!