Job Description

Purpose

The core objective of this role is to support the Customer Care Manager/Supervisor to maintain the goals and objectives of the department along with processing and responding to customer orders, inquiries, track shipments and handling product information requests.

This is a one year contract position. This role requires work from our Brampton location 2 days/week.

Key Responsibilities

• Order Processing Activities: Process customer orders received via email, Fax, phone or EDI ensuring sales order completion on SAP S4/Hana. This includes troubleshooting & resolving incomplete orders found in SAP IDOC or Sales order Fulfillment Issues (SOFI).
• Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value-added services; Analyses customer requirements and supports others to achieve anticipated results; Models strong inter-personal skills in communicating with the customer.
• Develop/update Knowledge Sharing Documents, standard operating procedures and other reports as assigned pertaining to the Customer Care Department. Develop and report presentations utilizing Excel / Access / Power Point that accurately depict trending data by function/process. This role also requires the individual to recommend solutions for improvement in areas like S4 (Sales Order Fulfilment) and Service Cloud and requires the ability to clearly communicate both written and verbally.
• Perform root cause analysis on problem areas and define opportunities for improvement.
• Identify ongoing opportunities and approaches for automating functional business processes. Work with users to recommend improvement programs and enhancements to processes.
• Industry Knowledge: Delivers continuous tools and education to team members to ensure up to date industry, product knowledge; has a broad understanding of industry trends and their impact on local/regional ales activities.
• Business Management: Supports the supply chain management activities; preparing reports, summaries, analysis and documentation on team management; Monitors service indicators; Ensures the effective implementation of customer records, key contacts, reports and company policies; Recommends process/procedural improvements; Provides monthly reports on activities.
• Sarbanes Oxley: Audit 404: Check quarterly the process in respect with the procedure; Implement correctives actions; Archive necessary documents.
• Quality: Ensure awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.

• Strong SAP (S4) knowledge. Superior EDI and technical skills
• Excellent communications and analytical abilities
• Ability to work independently with minimal supervision
• Excellent judgment, initiative, creativity and leadership in troubleshooting
• Ability to make recommendations for continuous process and quality improvement.

Boston Scientific