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    • Customer Care Manager, South Africa - Johannesburg - Boston Scientific

    Boston Scientific
    Boston Scientific Johannesburg

    3 weeks ago

    Default job background
    Description

    Job Title: Customer Care Manager, South Africa

    The Customer Care Manager has a crucial role in delivering superior customer service to both external customers and internal stakeholders by managing the Customer Care Team with responsibility for the order-to-cash processes.

    Responsibilities and Requirements

    • Responsible for providing the daily management, direction and guidance of the Customer Care teams (Customer Service, Pricing, Tenders and Quotation) to address customer needs and ensure high levels of customer satisfaction.
    • Utilize data to effectively manage the teams, leveraging the expertise of the team members to meet the needs of our customers and ensure the team operates at maximum efficiency.
    • Optimize Order Management and automation processes throughout the order fulfilment journey in combination with technology platforms like optical character recognition, robotic process automation, ServiceCloud/SalesForce, etc.
    • Monitor team performance against performance/service indicators on an ongoing basis, initiating corrective actions, preparing reports, summaries, analyses and documentation on all aspects of the department's function.
    • Perform all personnel management activities for Customer Care team members, including recruitment, training, performance appraisal, salary management and professional development in collaboration with other internal stakeholders.
    • Coach team members on a disciplined and quality-focused customer care model.
    • Supports implementation of new technology platforms where applicable, i.e. SAP upgrades, telephony systems, etc.

    Business Management – Internal

    • Develop strong working relationships within the organization across multiple functions, teams and geographies.
    • Develop, enhance, communicate and ensure the maintenance of Customer Care policies and procedures as required by the company and local regulations.
    • Build a collaborative partnership with Business Units / Divisions to ensure a constructive and productive customer services/field sales communications:
      • order and back-order management,
      • successful tenders and quotations management and operations,
      • deals management and pricing,
      • developing and recommending solutions to customer requests for special products or non-standard deliveries,
      • developing and maintaining established customer accounts,
      • making regular contact (including visits) with customers,
      • identifying sales enhancement opportunities,
      • implementing any service improvement programs,
      • identifying and implementing any automation programs.
    • Work in partnership with Business Units / Divisions in the control of Contracts Management (sales, consignment, capital equipment contracts).
    • Work in partnership with Business Units / Divisions in the control of Field Inventory Management (consignment and capital equipment management).
    • Prepare and publish operations performance reports (open orders, consignment, inventory availability, etc.).
    • Develop and maintain business plans and budgets, including the control of expenses to ensure department objectives are met within budget.

    Business Management – External

    • Adjust team strategies and initiatives to suit evolving customer requirements and opportunities for improvement.
    • Demonstrate awareness of broad industry trends and their impact on local/regional sales activities.
    • Identify and develop working relationships with the economic buyer in their regions' key accounts.
    • Effectively present and communicate core strategies and performance in the wider business.
    • Conduct customer reviews and lead problem resolution for customers with complex issues.
    • Exhibit strong inter-personal skills in front of the customer.
    • Maintain the skills and knowledge to promote the entire product line to all applicable buying influences and can differentiate each product line to the customer.

    Quality

    • Facilitate, share documents and processes to identify, notify and ensure any complaints or issues are addressed, thereby demonstrating high commitment to Quality in all interactions and behaviors - act as needed to support and facilitate any field corrective action related to their scope.
    • Ensure awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.
    • Maintain primary commitment to patient safety and product quality by complying to the Quality Policy and all other documented quality processes and procedures.

    Direct Reports

    • 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.
    • Lead a 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.

    Boston Scientific is committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate.

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