Customer Operations Representative I

Additional Locations: N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the role:

The goal of the Customer Support Specialist is to make it easy for healthcare providers to experience the benefits of our products and expertise through hassle-free customer service that provides answers, solves problems, and overcomes barriers to access. This key role acts to efficiently process customer orders, respond to enquiries or connect the customer with the appropriate person or team that can. The Customer Support Specialist empathizes with what goes on in the life of a busy healthcare practice by understanding what the immediate needs of the customer are and by proactively anticipating and communicating what next steps will be to the customer. Finally, the Customer Care Specialist sees every interaction as an opportunity to showcase our DNA and values.

Please note that this is a 1-year contract role with a possibility of extension

Work mode: At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our Ottawa office at least three days per week.

Sponsorship: Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Relocation: Relocation assistance is not available for this position at this time.

Shift requirement: Employees must be available to work a 7.5-hour shift scheduled within the operating hours of 8:00 a.m. to 8:00 p.m. Eastern Time.

Your responsibilities will include:

• Manages inbound customer and Sales team emails to accurately process orders
• Manages outbound communications to Sales team to resolve issues and answer questions
• Responds to incoming call inquiries and helps resolve issues and complaints
• Transcribes ordering information into custom order tracking and database application
• Maintains all incoming emails are properly filed
• Performs verifications of order processing including support for Build Planner
• When required, connects callers with the next level of expertise
• Collaborates with field sales teams on customer cancellations and credits
• Completes proactive outbound follow ups with sales team and healthcare providers based on unresolved customer issues, unusual orders, and license statuses
• Distributes reports as required by accessing electronic folders, applications, or spreadsheets
• Supports GMP compliance by completing recertifications and training assignments in timely manner
• Establishes and maintains professional business image through appropriate business communications (verbal, written and electronic) dress and behaviour
• Ensures that all interactions and engagements are carried out with the highest ethical and professional standards and that all work is accomplished with quality and in accordance with company values

Required qualifications:

• A technical degree or bachelor’s degree in Business Administration or related field
• A minimum of 1 year of experience in a customer service/operations position
• Proficient in Microsoft Office, especially Outlook, Excel and Word

Preferred qualifications:

• Experience in Medical Device or Health Care setting
• Medical device manufacturing experienced preferred
• Desired knowledge: SAP

Requisition ID: 637162

Minimum Salary: $39100

Maximum Salary: $69400

The anticipated compensation and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com--will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs.

Compensation for hourly, non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for salaried, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

Compensation for sales roles is governed by Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives).

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.