Customer Care Representative

About Boston Scientific

Boston Scientific is a global leader in medical technology, dedicated to improving patient health with innovative solutions that address complex disease challenges. With over 45 years of experience, the company offers a wide range of high-quality devices and therapies across multiple medical fields, supported by a collaborative and high-performing team environment.

Role Overview

As a Customer Care Representative, you will be integral to a dynamic international team supporting global distributors by managing order fulfillment, invoicing, and product shipping processes. This position ensures smooth order handling, shipment organization, and exceptional customer experience while facilitating cross-functional collaboration with various departments worldwide.

Key Responsibilities

• Oversee the Order-to-Cash cycle for assigned global distributor accounts, including processing orders, arranging shipments, and obtaining necessary export documentation to ensure timely delivery.
• Guarantee that all shipments comply with customer specifications concerning documentation, packaging, and transportation, adhering to forwarder deadlines.
• Establish and maintain strong relationships with customers and internal teams such as commercial, operations, planning, and finance units to support sales forces and business unit managers.
• Coordinate proactively with multiple global departments to secure seamless order processing and deliver excellent customer service.
• Drive ongoing service improvements to elevate customer satisfaction.
• Respond to specific customer requests and inquiries, liaising with internal stakeholders as required.
• Communicate regularly with both external customers and internal partners to provide updates on order and process statuses.
• Maintain accurate and up-to-date administrative records.
• Collaborate as a team player to support departmental goals.
• Handle processing of product complaints and service incident reports.
• Ensure compliance with relevant policies, local laws, and regulatory licenses including OFAC/BIS where applicable.

Required Qualifications and Skills

• Bachelor’s degree (MBO+/HBO) or equivalent educational background.
• Strong customer-centric approach with excellent interpersonal and communication abilities.
• Several years of experience in customer service and the Order-to-Cash process.
• Proficiency in SAP and Microsoft Excel.
• Advanced fluency in French and Arabic, both spoken and written.

Preferred Experience

• Knowledge of Letter of Credit procedures.
• Familiarity with export services and logistics operations.
• Experience using Salesforce.com or Service Cloud platforms.
• Background in the MedTech industry.

What We Offer

• Opportunity to work in a multicultural international environment.
• Competitive benefits package.
• A collaborative and team-focused company culture.
• Access to extensive training and professional development programs.
• Participation in a mission-driven organization focused on advancing medical technology.

Additional Information

This role demands adherence to applicable procedures and regulatory compliance. The position is based onsite in Dubai, United Arab Emirates.