Customer Care Specialist

**Customer Care Specialist**:

- Remote Eligible: Hybrid- Onsite Location(s): Mascot, NSW, AUCustomer Care Specialist

**The Role**:
This role works with the Customer Care Team to achieve customer focus objectives to provide both internal and external customers an exceptional level of customer service and support. Arranges allocation of regular transactional duties and processes when required. Key focus areas are to maintain and update sensitive system changes/updates and support, train and assist Customer Care Representatives and Seniors in their tasks and processes.

Supporting the Customer Care Manager as required. In this role it is expected you will lead by example and demonstrate behaviors aligned with our professionalism and core values.

**Responsibilities**:

- Effectively & professionally manage challenging or escalated enquiries from both internal and external customers through a range of different communication methods
- Proactively contact customers to resolve issues, offer solutions or influence behaviour change
- Manage & distribute task allocation/roster for consignment orders, sales rep inventory requests, loan kits, free of charge deliveries and returns. Contribute to transactional work as required.
- Providing an exceptional level of service and responsiveness with all enquiries
- Review and manage work queues to ensure service level being met, keep stakeholders updated on status
- Manage system maintenance, testing and administration within SAP, EDI and local tools
- Process sensitive transactions such as customer master data, territory alignment, daily order performance, limited release and exclusions
- Be available to answer colleagues' questions and provide guidance and assistance with tasks, maintain training support documents
- Manage and review end of month reporting process
- Manage and respond to customer feedback or complaints
- Identify and support process efficiencies and improvements
- Contribute to Customer Care (CC) and Operations projects, manage projects as directed by the CC Manager
- Attend conference calls as required, potential for some to be outside standard business hours
- Support the audit process, understand audit requirements and provide sampling as needed
- Maintain documentation in accordance with quality and financial audit requirements
- Work in adherence to and understand quality and compliance processes
- To represent Boston Scientific values and perform your role with integrity
- Contribute to a positive team environment and provide colleagues with support

**Key Competencies**:
**Functional expertise**

Demonstrated extensive knowledge of Customer Care tasks and functions

**Relationship Building**

A real team player with the ability to build and encourage collaborative relationships across the Australia and New Zealand Customer Care team. High ability to network and foster positive team environment and culture.

**Customer Focus**

High focus on customer satisfaction with both internal and external stakeholders
Leads by example with mature, professional and resourceful approach

**Planning & Execution**

Excellent organisational/time management skills with ability to multi task
Demonstrated ability to quickly learn new processes and systems
Exceptional attention to detail

**Communication & Engagement**

Excellent communication and interpersonal skills, demonstrating professionalism and ensuring interactions are respectful and inclusive.

**Courage**

Resilient with ability to work calmly under pressure

**Adaptability**

Ability to handle various tasks and priorities

**Influence**

Demonstrated ability to train others on new processes and systems and provide on-going support

**Innovation & Strategic Thinking**

Ability to implement strategic goals and objectives

**Role Scope**:
**Knowledge**

Extensive knowledge of the job including specialised functions, complete competence in fundamental and complex elements of process, system and tasks. Applies business knowledge to make decisions, delegate tasks or escalate to appropriate department/manager. Uses knowledge to contribute to project teams, multi-department discussions or presentations to others. Identify to manager when additional business support required.

**Cognitive Skills**

Performs and trains others in routine and non-routine assignments following standard procedure. Identifies process improvements or efficiencies. Sound judgement in problem solving, encourages & supports others to source solution. Self-awareness and ability to self-regulate behaviour or actions to meet professional business standards, ability to influence others to meet these standards as required.

**Supervision**

Minimal to low supervision. Receives general guidance on new assignments or projects. Provides guidance and instructions for routine and non-routine tasks to others. Fully aware of business and service expectations, works with others to support and meet these expectations. Ability to stand in for team leader