Customer Care Rep IV at Boston Scientific Corporation Malaysia

Quincy, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

0.0

Posted On

16 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Skills, Problem-Solving Skills, Communication Skills, Technical Proficiency, Teamwork and Collaboration, Adaptability, Leadership Experience, Industry Knowledge

Industry

Medical Equipment Manufacturing

Description

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. 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. Execute and monitor quality improvement initiatives. 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. Take ownership of escalated issues and provide timely resolutions. Suggest strategies to enhance customer satisfaction and solve unmet needs. 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. 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. Applies thorough knowledge of business concepts, procedures, and practices, and a complete understanding of fundamentals in a functional area and working knowledge of other related disciplines.

Responsibilities

The Customer Care Rep IV will support customers and business partners by tracking shipments, obtaining pricing information, and handling emergency situations. They will also coach team members, monitor quality improvement initiatives, and analyze data to enhance customer satisfaction.