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Customer Care Rep IV
Customer Care Rep IVBoston Scientific • Quincy, MA, US
Customer Care Rep IV

Customer Care Rep IV

Boston Scientific • Quincy, MA, US
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Customer Care Rep IV

The Order Excellence Group Lead plays a crucial role in supporting Internal and External Customers, fostering team development, and supporting the team's daily activities to ensure efficiency and productivity.

This role allows a hybrid work model, requiring employees to be in our local office at least three days per week.

Your responsibilities include :

  • Work closely with Customers, Sales Representatives, Credit, and Customer Master Teams to assist in tracking shipments, obtaining pricing information, handling emergency situations, and other miscellaneous requests.
  • Process phone, email, and fax requests via Service Cloud / CTI.

Coaching and Development :

  • Provide coaching to team members through side-by-sides to enhance their skills and performance.
  • Assist in identifying training needs / gaps and organize relevant training programs.
  • Foster a positive and motivating work environment.

    • Overseeing Daily Operations :

  • Monitor daily operations to ensure smooth and efficient workflow.
  • Allocate tasks and update team schedules to maintain optimal coverage.
  • Address any operational issues promptly to minimize disruptions.

    • Quality Assurance :

  • Regularly review calls, emails, and texts to maintain exceptional service quality.
  • Execute and monitor quality improvement initiatives.

    • Customer Experience :

  • Take ownership of escalated issues and provide timely resolutions.
  • Suggest strategies to enhance customer satisfaction and solve unmet needs.

    • Reporting and Analysis :

  • Prepare and present regular reports on team performance.
  • Analyze data to identify trends and make informed suggestions.
  • Collaborate with other departments to align support strategies with overall business goals.

    • Team Collaboration :

  • Promote teamwork and collaboration within the team and with various business partners.
  • Promote clear and efficient communication and information exchange.

    • Required qualifications :

  • 3 years of experience with an Associate's Degree / diploma, or an equivalent combination of education and work experience.
  • Problem-Solving Skills : Ability to perform mostly non-routine assignments requiring basic interpretation of established procedures. Assignments require broad judgment in troubleshooting proven processes and the ability to suggest alternatives.
  • Communication Skills : Excellent verbal and written communication skills to effectively interact with teammates, customers, sales representatives, and other stakeholders.
  • Technical Proficiency : SAP and Familiarity with Service Cloud / CTI and other relevant software applications.
  • Customer Service Skills : Strong customer service skills, including empathy, patience, and the ability to handle difficult situations with professionalism.
  • Teamwork and Collaboration : Ability to work effectively in a team environment and collaborate with various business partners.
  • Adaptability : Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
  • Availability : Ability to work Monday-Friday from 8 : 30am-5 : 00pm with overtime as needed.

    • Preferred qualifications :

  • Software Experience : Experience with SAP, Service Cloud, and Microsoft Office.
  • Leadership Experience : Previous experience as a trainer, lead, or supervisor.
  • Industry Knowledge : Experience in BSC Customer Service is a plus. Applies thorough knowledge of business concepts, procedures, and practices, and a complete understanding of fundamentals in a functional area and working knowledge of other related disciplines.
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    Customer Care Rep • Quincy, MA, US