Customer Care Representative.
Location: Johannesburg, South Africa.
Work Mode: Hybrid.
Requisition ID: 618451.
Boston Scientific is looking for a dedicated Customer Care Representative to support the Customer Services Manager and help deliver exceptional service to both internal and external customers. This role focuses on maintaining a high standard of service, ensuring smooth order processing, and fostering effective customer relationships.
Purpose of the Role
To contribute to a strong customer service culture by supporting department objectives, managing customer interactions, and ensuring efficient and accurate order handling.
Key Responsibilities
Capture orders in SAP to ensure next-day delivery from the Distribution Centre.
Monitor orders and take proactive steps to meet customer expectations regarding stock availability, delivery dates, pricing, and special instructions.
Understand customer logistics needs, including delivery and consignment stock processes.
Independently handle customer queries and complaints, following procedures for product issues and returns.
Identify opportunities for additional sales or improved service during customer interactions.
Build strong, transparent customer relationships that support continuous improvement.
Review and address back orders as stock becomes available.
Ensure proper authorisations are received for special pricing before processing orders.
Maintain accurate customer records and monitor satisfaction levels.
Stay informed about Boston Scientific’s policies, procedures, and product information.
Maintain strong technical knowledge of products and expert-level SAP proficiency.
Collaborate closely with Territory Managers and the Customer Service team to deliver a complete service experience.
Support quality requirements by ensuring all complaints and issues are properly documented and addressed.
Quality System Responsibilities
Prioritise patient safety and product quality by adhering to the Quality Policy and all relevant procedures.
For supervisors: ensure adequate resources and maintain a work environment that supports compliance with the Quality System.
About Boston Scientific
For over 40 years, Boston Scientific has been a leader in medical innovation. Their mission, advancing science for life, focuses on improving patient outcomes and supporting communities worldwide. They value diversity, collaboration, and continuous improvement—working together to solve critical healthcare challenges.