Customer Care Rep IV

Additional Location(s):  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.       

Shift Hours: 8:30 AM - 5:00 PM

 

About this role:
The Order Excellence Group Lead plays a crucial role in supporting Internal and External Customers, fostering team development, and supporting the team’s daily activities to ensure efficiency and productivity.

 

Work Mode 
At Boston Scientific, we value collaboration and synergy. This role allows a hybrid work model, requiring employees to be in our local office at least three days per week. 

 

Relocation
Relocation assistance is not available for this position at this time. 

 

VISA
Boston Scientific will not offer sponsorship or take over sponsorship of an employment VISA for this position at this time

Your responsibilities include:

Supporting Customers & Business Partners:

• Work closely with Customers, Sales Representatives, Credit, and Customer Master Teams to assist in tracking shipments, obtaining pricing information, handling emergency situations, and other miscellaneous requests.
• Process phone, email, and fax requests via Service Cloud/CTI.

 

Coaching and Development:

• Provide coaching to team members through side-by-sides to enhance their skills and performance.
• Assist in identifying training needs/gaps and organize relevant training programs.
• Foster a positive and motivating work environment.

Overseeing Daily Operations:

• Monitor daily operations to ensure smooth and efficient workflow.
• Allocate tasks and update team schedules to maintain optimal coverage.
• Address any operational issues promptly to minimize disruptions.

 

Quality Assurance:

• Regularly review calls, emails, and texts to maintain Exceptional service quality.
• Execute and monitor quality improvement initiatives.

 

Customer Experience:

• Take ownership of escalated issues and provide timely resolutions.
• Suggest strategies to enhance customer satisfaction and solve unmet needs.

 

Reporting and Analysis:

• Prepare and present regular reports on team performance.
• Analyze data to identify trends and make informed suggestions.
• Collaborate with other departments to align support strategies with overall business goals.

 

Team Collaboration:

• Promote teamwork and collaboration within the team and with various business partners.
• Promote clear and efficient communication and information exchange.

 

Required qualifications:

• 3 years of experience with an Associate’s Degree /diploma, or an equivalent combination of education and work experience.
• Problem-Solving Skills: Ability to perform mostly non-routine assignments requiring basic interpretation of established procedures. Assignments require broad judgment in troubleshooting proven processes and the ability to suggest alternatives.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with teammates, customers, sales representatives, and other stakeholders.
• Technical Proficiency: SAP and Familiarity with Service Cloud/CTI and other relevant software applications.
• Customer Service Skills: Strong customer service skills, including empathy, patience, and the ability to handle difficult situations with professionalism.
• Teamwork and Collaboration: Ability to work effectively in a team environment and collaborate with various business partners.
• Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Availability: Ability to work Monday-Friday from 8:30am-5:00pm with overtime as needed.

 

Preferred qualifications:

• Software Experience: Experience with SAP, Service Cloud, and Microsoft Office.
• Leadership Experience: Previous experience as a trainer, lead, or supervisor.
• Industry Knowledge: Experience in BSC Customer Service is a plus