Customer Care Representative

Boston Scientific Gruppe; Johannesburg; On-site; ZAR 240 000 - 360 000; Full time

Job summary

A leading medical device company in Johannesburg is looking for a Customer Service Representative to ensure high customer satisfaction through effective order processing and relationship management. You will be responsible for maintaining high levels of technical product knowledge and ensuring quality in all customer interactions. Ideal candidates are problem-solvers and team players with expertise in SAP and a commitment to quality service.

Qualifications

• Expert level of capability with SAP and other software packages.
• Maintain a high level of technical product knowledge.
• Demonstrates high commitment to quality in all interactions.

Responsibilities

• Responsibility for order entry in SAP to ensure next day delivery.
• Follow up to ensure customer expectations are met.
• Builds strong customer relationships for continuous improvement.

Skills

Order entry in SAP

Customer service excellence

Strong communication skills

Problem-solving

Team collaboration

Tools

SAP

Other software packages

Job description

At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high 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.

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.

Job Segment

Compliance, Customer Service Representative, ERP, SAP, Customer Service, Legal, Technology

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!