Customer Operations Representative

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Diversity
- Innovation
- Caring
- Global Collaboration
- Winning Spirit
- High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s 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’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

The goal of the Customer Support Specialist is to make it easy for health care providers to experience the benefits of our products and expertise through hassle-free customer service that provides answers, solves problems and overcomes barriers to access. This key role efficiently processes customer orders, responds to inquiries and connects customers with the appropriate person or team when additional expertise is needed.

The Customer Support Specialist understands the demands of a busy health care practice by identifying customers' immediate needs and proactively anticipating and communicating next steps. The Customer Support Specialist sees every interaction as an opportunity to showcase our values and commitment to exceptional customer service.

Work mode: At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our Ottawa office at least three days per week.

Sponsorship: Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Relocation: Relocation assistance is not available for this position at this time.

Shift requirement: Employees must be available to work a 7.5-hour shift scheduled within the operating hours of 8:00 a.m. to 8:00 p.m. Eastern Time.

• Manage inbound customer and sales team emails to accurately process orders.
• Manage outbound communications with the sales team to resolve issues and answer questions.
• Respond to incoming call inquiries and help resolve issues and complaints.
• Transcribe ordering information into custom order-tracking and database applications.
• Ensure all incoming emails are properly filed.
• Perform order-processing verifications, including support for Build Planner.
• Connect callers with the appropriate next level of expertise when required.
• Collaborate with field sales teams on customer cancellations and credits.
• Complete proactive outbound follow-ups with the sales team and health care providers regarding unresolved customer issues, unusual orders and license statuses.
• Distribute reports as required by accessing electronic folders, applications or spreadsheets.
• Support GMP compliance by completing recertifications and training assignments in a timely manner.
• Establish and maintain a professional business image through appropriate verbal, written and electronic communications, dress and behavior.
• Ensure all interactions and engagements are conducted with the highest ethical and professional standards and that all work is completed with quality and in accordance with company values.

• Technical degree or bachelor's degree in business administration or a related field.
• Minimum of 1 year's experience in a customer service or operations position.
• Proficiency in Microsoft Office, particularly Outlook, Excel and Word.

• Experience in a medical device or health care setting.
• Experience in medical device manufacturing.
• Knowledge of SAP.

Requisition :633790

Minimum Salary: $39100

Maximum Salary: $69400

The anticipated compensation and the value of core and optional employee benefits offered by Boston Scientific (BSC) –  --will vary…