Customer Support Specialist

3 weeks ago


Ottawa, Ontario, Canada Boston Scientific Full time

About the role:

The Customer Support Specialist plays a crucial role in delivering exceptional customer service to healthcare providers, ensuring a seamless experience with our products and expertise. This key position acts as a liaison between customers and our team, efficiently processing orders, responding to inquiries, and proactively anticipating customer needs.

Your responsibilities will include:

  1. Manage inbound customer emails to accurately process orders
  2. Manage outbound communications to resolve issues and answer questions
  3. Respond to incoming call inquiries and help resolve issues and complaints
  4. Transcribe ordering information into custom order tracking and database application
  5. Maintain all incoming emails are properly filed
  6. Perform verifications of order processing including support for Build Planner
  7. Connect callers with the next level of expertise when required
  8. Collaborate with field sales teams on customer cancellations and credits
  9. Complete proactive outbound follow-ups with sales team and healthcare providers based on unresolved customer issues, unusual orders, and license statuses
  10. Distribute reports as required by accessing electronic folders, applications, or spreadsheets
  11. Support GMP compliance by completing recertifications and training assignments in a timely manner
  12. Establish and maintain a professional business image through appropriate business communications, dress, and behavior

Required qualifications:

  1. A technical degree or bachelor's degree in Business Administration or related field
  2. A minimum of 1 year of experience in a customer service position
  3. Proficient in Microsoft Office, especially Outlook, Excel, and Word

Preferred qualifications:

  1. Experience in Medical Device or Healthcare setting
  2. Medical device manufacturing experience preferred
  3. Desired knowledge: SAP

About Boston Scientific:

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most. 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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