Analyst, Customer Care

Additional Locations: N/A\n\nDiversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance\n\nAt Boston Scientific, we\u2019ll give you the opportunity to harness all that\u2019s 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\u2019ll help you in advancing your skills and career. Here, you\u2019ll be supported in progressing \u2013 whatever your ambitions.\n\nThe core objective of this role is to support the India customer care team and maintain the goals and objectives of the function.\n\n \nLocation: Gurugram \n\n \nResponsibilities: \n\u2022 In-depth knowledge of Order Management, Customer Care, supply chain including capital equipment services for both channel partners as well as direct customers. \n\u2022 Address customer queries and concerns effectively for both channel partners as well as Sales team. Deals efficiently with day-to-day operational issues. \n\u2022 Collaborate with Supply Chain, Commercial, Finance and Warehouse and ensure optimum utilization of logistics along with customer satisfaction. \n\u2022 Data reporting and analysis for multiple stakeholders. \n\u2022 Escalation management and prepare root cause analysis in case of incidents. Identify and implement corrective and \n\u2022 preventive measures. \n\u2022 Adherence to agreed SLAs and KPI\u2019s along with monthly/weekly as per the schedule. \n\u2022 Audit support for both internal and external audits. \n\u2022 Drive process improvement and identify opportunities for automation and enhanced customer experience. \n\u2022 Agile mindset with ability to adapt as per the evolving business requirements and customer needs. \n\u2022 Ensure updating of DTP\u2019s and SOP\u2019s on a regular basis with compliance to global standards and procedures. \n\u2022 Must be flexible whenever required and be ready for extended support during month / quarter end\n\n \n\nRequirement \n\u2022 Minimum education level: University (Bachelor\u2019s Degree) \n\u2022 Minimum 3-6 years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector (or similarly regulated industry, e.g. Pharmaceuticals, etc.) \n\u2022 Experience with and proficiency using SAP, Salesforce, DRMS, and the Microsoft Office suite of products (Excel, PowerPoint, Outlook) \n\u2022 Excellent interpersonal and communication skills with a customer-centric mindset \n\u2022 Highly organized \n\u2022 Ability to manage a complex workload in matrixed environment. \n\u2022 Willingness to learn, grow and develop. \n\u2022 Business fluency in English \u2013 written and verbal is non-negotiable\n\nRequisition ID: 627033\n\nBoston 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.\n