Customer Care Representative I

Boston Scientific; Ottawa; On-site; CAD 36,000 - 68,000; Full time

Job summary

A leading medical device company based in Ottawa is seeking a Customer Support Specialist to provide hassle-free service to healthcare providers. Responsibilities include managing customer orders, inquiries, and collaborating with sales teams. Ideal candidates have a technical or business degree and experience in customer service. This position offers competitive compensation ranging from $36,500 to $68,000 based on skills and experience.

Qualifications

• Minimum of 1 year of experience in a customer service/operations position.
• Proficient in Microsoft Office, especially Outlook, Excel, and Word.
• Experience in Medical Device or Health Care setting preferred.

Responsibilities

• Manage inbound customer and Sales team emails to accurately process orders.
• Respond to incoming call inquiries and help resolve issues and complaints.
• Maintain all incoming emails properly filed and transcribe ordering information.

Skills

Customer service skills

Communication skills

Microsoft Office proficiency

Education

Technical degree or Bachelor’s degree in Business Administration

Tools

SAP

Job description

Additional Locations: Canada-ON-Ottawa

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.

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: 620055

Minimum Salary: $36500

Maximum Salary: $68000

The anticipated compensation listed above 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. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

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).

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!