Customer Care Representative

Boston Scientific; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading medical device company in South Africa is seeking a Customer Care Representative to support customer services. The role involves managing order entries, ensuring customer satisfaction, and maintaining compliance with quality procedures. Ideal candidates will have experience in customer service, strong communication skills, and expertise in SAP systems. Join us to make a meaningful impact on patient care and support innovation in the medical field.

Qualifications

• Strong preparation skills in dealing with customer accounts.
• Ability to resolve customer queries/complaints independently.
• Demonstrated commitment to quality in all interactions.

Responsibilities

• Responsible for order entry in SAP to ensure timely delivery.
• Builds strong customer relationships for service improvements.
• Monitors customer satisfaction and maintains records.

Skills

Customer service

SAP expertise

Technical product knowledge

Communication skills

Tools

SAP

Job description

Customer Care Representative

Additional Locations: N/A

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

Purpose Statement

The core objective of this role is to support the Customer Services Manager to maintain the goals and objectives of the department. The aim is to build a 'total service approach' to external and internal customers.

Key Responsibilities

• Responsibility for order entry in SAP to ensure next day delivery from DC.
• Take necessary action to expedite the order on time and provide customer satisfaction with regards to availability, ship date, pricing, special delivery instructions.
• Follow up and taking necessary actions to ensure customer expectations are met. Fully understands the logistic requirements of the customer in terms of delivery, consignment stocks.
• Takes independent action to develop service improvements with the customer (in conjunction with department and divisional needs).
• Responsible to take independent action to resolve customer queries/complaints.
• Following documented procedure for product complaints and non complaint returns.
• Effectively identifies additional sales/service opportunities derived from regular contacts with customers.
• Builds strong customer relationships and encourages open discussions which contribute to continuous improvement opportunities.
• Constantly reviews Back Order report for opportunities to clear when stock becomes available.
• Ensures that appropriate authorization regarding special pricing requests are available prior to order capturing.
• Demonstrates strong preparation skills in dealing with customer accounts.
• Monitors customer satisfaction and reports on issues, maintain customer files.
• Fully knowledgeable in the company's policies, procedures and practices.
• Product/Technical Knowledge: Maintain a high level of technical product knowledge that is adequate to respond to everyday needs for technical product information; Expert level of capability with SAP and other software packages.
• Teamwork: Develops relationships with internal customers to maintain critical communication processes; Close teamwork with Territory Managers and CS Team to enable a total service.
• Quality: As interface to Customers and Sales Representative has direct responsibility to facilitate, share documents and process to identify, notify and ensure any complaint or problem are addressed, thereby demonstrating high commitment to Quality in all interactions and behaviors - Act as needed to support and facilitate any field corrective action related his/her scope; Ensures awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.

Quality System Requirements

In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

For those individuals that supervise others, the following statements are applicable:

• Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
• Establishes and promotes a work environment that supports the Quality Policy and Quality System.

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!