Customer Excellence Supervisor - Nordics

at  Boston Scientific Corporation

Job Description

PURPOSE STATEMENT

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

KEY RESPONSIBILITIES

• 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.
• 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.