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Global Customer Service Expert

3 weeks ago

Dubai, Dubai, United Arab Emirates Boston Scientific Gruppe Full time

About Boston Scientific Gruppe

We are a global medical technology leader transforming lives through innovative medical solutions for the benefit of patients, physicians, and caregivers around the world.

Job Summary

The Customer Care Representative will be responsible for managing Order-to-Cash for assigned global distributors, processing orders and organizing shipments, ensuring all shipments meet customer requirements, building strong relationships with customers and internal partners, and contributing to continuously improving the service to customers and driving customer satisfaction.

About the Role

This is an exciting opportunity to join our fast-growing international team that serves the needs of global distributors regarding order fulfillment, invoicing, and shipping of products. As a key member of our team, you will have the opportunity to put your expertise into practice by delivering breakthrough services and solutions that create value for patients, customers, and employees.

  • Manage Order-to-Cash for assigned global distributors; Process orders and organize shipments including requesting export documentation to deliver required products in time.
  • Ensure all shipments meet customer requirements regarding documentation, packaging, and transportation while meeting the forwarder cut-off times.
  • Build strong relationships with customers and internal partners, like the commercial, operations, planning, and finance teams. Support regional sales force and Business Unit Managers.
  • Act as a liaison between different departments globally in order to secure smooth order processing and provide excellent customer service.
  • Contribute to continuously improving the service to customers and driving customer satisfaction.
  • Address specific customer requests and inquiries and liaise with internal stakeholders as needed.
  • Communicate effectively with external customers and internal stakeholders to keep them informed of the status of the process and orders.
  • Maintain correct and updated administration.
  • Act as a team member in support of department objectives.
  • Process Product complaints and Service Incidents.
  • Ensure compliance with applicable procedures, local legislation, and OFAC/BIS licenses when applicable.

Requirements

Must Have:

  • A customer-centric mindset.
  • Good interpersonal and communication skills.
  • Multi-year experience in the area of Customer Service and Order-to-Cash process.
  • Experience with SAP and Excel.

Nice to Have:

  • Experience in handling Letter of Credit requirements.
  • Experience in export services and logistics.
  • Experience with Salesforce.com/Service Cloud.
  • Experience in MedTech industry.