Customer Care Supervisor

Boston Scientific's hybrid workplace includes remote and onsite roles. By
applying to this position, you will have the opportunity to discuss your
preferred working location with your Talent Acquisition Specialist.
Remote Eligible: Onsite
Onsite Location(s): Riyadh, SA
B oston Scientific transforms lives through innovative medical solutions
that improve the health of more than ‎30 million patients around the world each
year.

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.

Purpose Statement:

The core objective of this role is to support the Customer Services Supervisor
to maintain the goals and objectives of the department.

Key Responsibilities:

• Responsible for creating a world-class customer experience by emphasizing excellence in customer service and order-to-cash procedures and promoting cooperation, collaboration, and a culture of mutual trust.


• Assumes an active position within the organization and demonstrates the ability to collaborate with key stakeholders at all levels and across all functional areas, including Sales & Marketing, Quality, Finance, Supply Chain, and Regulatory Affairs. Model of the culture of Continuous Improvement and committed to technology and innovation, seeks opportunities to simplify and automate non-added-value tasks in order to eliminate waste.


• Strong analytic abilities and the capacity to assess enormous quantities of information in order to reach good conclusions for successful decision making.


• Industry Knowledge: Delivers continuous tools and education to team members to ensure up to date industry, product knowledge; Has a broad understanding of industry trends and their impact on local/regional sales activities.


• Local customer base understanding : Understanding of the local market and the ordering process of state ( NUPCO ) as well as private hospital


• Partner with the appropriate teams and stakeholders to assist the implementation of key transformative initiatives in both the commercial and E2E supply chain domains, as well as the local customers' expectations and needs, such as the Nupco tender requirement.


• Business Management: Supports the supply chain management activities; Monitors team performance on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on team management; Monitors service indicators; Delivers team development to suit evolving customer requirements and opportunities for improvement; Ensures the effective implementation of customer records, key contacts, reports and company policies; Executes department strategies and activities; Maintains expenses to ensure department objectives are met within budget; Recommends process/procedural improvements; Provides monthly reports on activities.


• Sarbanes Oxley: Audit ‎404: Check quarterly the process in respect with the procedure; Implement correctives actions ; Archive necessary documents; Participates in driving quality awareness in every employee, while guiding the local organization towards improved performance and customer oriented initiatives; Co-ensures that employees are notified of all mandatory training and quality obligations with HR Manager - Tracks completion of mandatory training.


• Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value added services; Analyses customer requirements and supports others to achieve anticipated results; Coaches others to understand customer problem solving activities; Models strong inter-personal skills in communicating with the customer; Actively supports department initiatives by proactively assisting in the training and influencing their team.

Role Requirements:

• Must have ‎4+ years' experience in Supervisor /management roles


• Solid Order-to-Invoice knowledge has developed with both End Customers and Distributors.


• Strong understanding of Customer care processes and systems


• May lead a group or team of employees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports, and if applicable, drive those practices throughout their organization.


• Coach his Team and foster a Talents growth culture promoting DE&I and a strong adherence to Our Values


• Excellent leadership and influence skills, able to bring vision to a group and across departments by showing a strong customer service mindset


• Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.


• May direct and control the activities and budget of one or more functional areas, divisions, product groups, projects/programs and/or operations.


• Monitor and ensure compliance with company policies and procedures (e.g. federal/country and regulatory requirements).

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!

At Boston Scientific, we recognize that nurturing a diverse and inclusive
workplace helps us be more innovative and it is important in our work of
advancing science for life and improving patient health. That is why we stand
for inclusion, equality, and opportunity for all. By embracing the richness of
our unique backgrounds and perspectives, we create a better, more rewarding
place for our employees to work and reflect the patients, customers, and
communities we serve. Boston Scientific is proud to be an equal opportunity
and affirmative action employer.

Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code §
‎2.2-‎4312 (‎2000), Boston Scientific is providing notification that the unlawful
manufacture, sale, distribution, dispensation, possession, or use of a
controlled substance or marijuana is prohibited in the workplace and that
violations will result in disciplinary action up to and including termination.

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