Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth
At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.
Job Purpose: Support the Customer Care Supervisor to maintain the goals and objectives of the department. Serve the needs of our customers and local sales organization regarding order fulfillment, invoicing, customer support and service complaint handling for the Belgian market.
Coordinate and/or enter orders coming in via fax, e-mail or telephone from customers and sales representatives according to specific requirements, including bundling & consignment orders, free of charge deliveries, etc.;
Manage actions with third party order processing supplier with regards to orders placed by customers and / or sales representatives;
Monitor the delivery process (e.g. Distribution Center and/or carrier), follow up and take actions to ensure customer expectations are met. Arrange special deliveries on request;
Ensure correct and timely invoicing, follow up on obtaining purchase order references from customers when applicable;
Handle service complaints from customers and/or sales representatives;
Handle requests for returns and/or credits after obtaining appropriate authorization according to company policy;
Address issues in the returns process with freight forwarder, warehouse, sales representative and /or customer;
Respond to enquiries from sales representatives, pharmacists, nurses and/or doctors about orders, deliveries, product availability, warranty requests in close collaboration with Sales, Operations, Demand Planning, Quality and Finance departments;
Report on backorders, Field Inventory and operational key metrics;
Actively support the Value Improvement Programs by contributing to departmental projects.
Language skills – Dutch (Flemish), French and English
Bachelor degree is an advantage
1-2 years working experience in customer care
knowledge of SAP or other major ERP systems
MS office/Excel proficiency
Ability to handle exceptions and non-standard orders
Ability to work with third party order processing supplier
Business process knowledge in an international environment
Capability to work and be compliant in a regulated, quality system driven environment
Continuous improvement capability is an advantage
Ability to build strong relationships with customers, sales and other internal departments, ability to network and influence others
Collaborative working style
Analytical with a problem solving mind set, resourceful
Owns the problem until it is fixed
Working hours: Office hours
As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.