Customer Care Manager GEM - Boston Scientific Corporation

Customer Care Manager GEM

As an Customer Care Manager you will be responsible to design and execute Customer Care strategies & supervise overall Customer Care teams across all Growth Emerging Markets & Customer Service Export team. Coordinate and lead transformational changes ensuring a unified customer experience through standardized Customer Care processes throughout the region. Ensuring compliance to company standard operating procedures and meeting Global quality objectives & controls. Leading budgeting and cost controls & value improvement initiatives throughout the region.

• Leads local Customer Service Teams in gross emerging markets to ensure consistent delivery of world class service. Oversees daily regional customer care operations full ownership of order to cash processes ensuring compliance with standard operating procedures regulations and policies.
• Leads Export Customer Service activities supporting worldwide distributors across BSC including freight fulfilling documentation requirements for each destination country along with working internally with different stakeholders to ensure flawless end to end order to cash process.
• Lead regional KPIs reporting Monthly Business Reviews Regional Customer Care Programs and representing GEM Customer Care on regional platforms.
• Drive Standardization across Growth Emerging Markets to deliver a unified customer service experience across the region utilizing global tools and platforms.
• Leverage & identify opportunities for Customer Service automation technologies to drive best practices and yield best results.
• Oversees the operations within Customer Service with responsibility for directing developing and implementing systems that produce highest quality customer service in the most costeffective manner.
• Facilitate crossfunctional teams toward consensus on optimal E2E solutions focusing on customer improvement activities.
• Oversees daily operations of the departmental policies procedures and tactical operations
• Supports audits and responds to audit findings.
• Maintains SOX compliance across the region.
• Oversees processes related to consignments sales rep assigned inventory returns complaints special programs and field actions to ensure timely completion and compliance.
• Assist staff with questions concerning BSC procedures/policies and any special issues that may arise.
• Facilitates problem solving. Coaches and develops teams on all aspects of Customer Service Team to ensure superior level of quality customer service.
• Directs the management of staff including workforce planning recruitment skill and performance assessment workload distribution training compliance professional development and corrective action.
• Evaluates Team performance to manage the achievement of goals and reduction of errors. Establishes and implements business process improvement plans based on metrics and internal and external feedback.
• Assures compliance with all related standard operating procedures (SOPs) government regulations and corporate and site policies.
• Aligns Team SOPs with Corporate SOPs. Conducts reviews of Team SOPs and Work Instructions and updates for current accuracy.
• Manages pertinent internal and external communication about Customer Service Team performance BSC products etc.
• Lead the GEM Customer Care financial budgets planning resourcing / capacity requirements cost saving programs & regular financial updates throughout the region.
• Initiate processes to capture & Investigate customer complaints to ensure appropriate corrective actions are taken.
• Act as the Subject Matter Expert for Customer Care activities across the region.
• Lead Customer Care Optimization Projects across the region.
• Collaborates with other Customer Fulfillment Center and BSC groups to plan and execute superior level of overall customer service.
• Works closely with Supervisors and Human Resources to address performance gaps. Delivers employee performance appraisals & succession planning.
• Minimum of 25% International travel required.

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.

• May lead a group or team of employees in the achievement of organizational goals. Guide coach direct and develop direct reports and if applicable drive those practices throughout their organization.
• Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• May direct and control the activities and budget of one or more functional areas divisions product groups projects/programs and/or operations.
• Monitor and ensure compliance with company policies and procedures (e.g. federal/country and regulatory requirements).