Customer Care Manager GEM - Boston Scientific Corporation

Customer Care Manager GEM

As a Customer Care Manager, you will be responsible for designing and executing Customer Care strategies & supervising 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. Ensure compliance with company standard operating procedures and meet Global quality objectives & controls. Lead budgeting, cost controls & value improvement initiatives throughout the region.

Key Responsibilities

• Lead local Customer Service Teams in gross emerging markets to ensure consistent delivery of world-class service. Oversee daily regional customer care operations with full ownership of order to cash processes ensuring compliance with standard operating procedures, regulations, and policies.
• Lead Export Customer Service activities supporting worldwide distributors across BSC including freight fulfilling documentation requirements for each destination country while working internally with different stakeholders to ensure a flawless end-to-end order to cash process.
• Lead regional KPIs reporting, Monthly Business Reviews, Regional Customer Care Programs and represent 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.
• Oversee the operations within Customer Service with responsibility for directing, developing, and implementing systems that produce the highest quality customer service in the most cost-effective manner.
• Facilitate cross-functional teams toward consensus on optimal E2E solutions focusing on customer improvement activities.
• Oversee daily operations of the departmental policies, procedures, and tactical operations.
• Support audits and respond to audit findings.
• Maintain SOX compliance across the region.
• Oversee 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.
• Facilitate problem-solving. Coach and develop teams on all aspects of Customer Service to ensure a superior level of quality customer service.
• Direct the management of staff including workforce planning, recruitment, skill and performance assessment, workload distribution, training, compliance, professional development, and corrective action.
• Evaluate Team performance to manage the achievement of goals and reduction of errors. Establish and implement business process improvement plans based on metrics and internal and external feedback.
• Assure compliance with all related standard operating procedures (SOPs), government regulations, and corporate and site policies.
• Align Team SOPs with Corporate SOPs. Conduct reviews of Team SOPs and Work Instructions and updates for current accuracy.
• Manage 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.
• Collaborate with other Customer Fulfillment Center and BSC groups to plan and execute a superior level of overall customer service.
• Work closely with Supervisors and Human Resources to address performance gaps. Deliver employee performance appraisals & succession planning.
• Minimum of 25% International travel required.

Quality System Requirements

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

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

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

Management Requirements

• 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).

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