Customer Service Supervisor - MENA, SSA & Central Asia
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Key skills for this role
About the Role
Boston Scientific is seeking a Customer Service Supervisor to lead the Dubai-based team supporting distributor markets across MENA, SSA, and Central Asia. The role involves overseeing daily operations, driving continuous improvement, and partnering with cross-functional teams.
Key Skills for This Role
Responsibilities
- Lead, coach, develop, and motivate the Customer Service team, fostering a culture of accountability, collaboration, and continuous improvement
- Oversee daily customer service operations, including order management, order fulfillment, shipment coordination, returns management, customer inquiries, and complaint resolution
- Ensure compliance with company policies, quality standards, and customer service processes
- Partner closely with Sales, Demand Planning, Supply Chain, Logistics, Finance, and Quality to ensure alignment on demand forecasts, product availability, inventory allocation, and customer priorities
- Act as the primary escalation point for complex customer and distributor issues, ensuring timely resolution and high levels of customer satisfaction
- Monitor, analyze, and report on key performance indicators, implementing improvement plans where required
- Drive continuous improvement initiatives to optimize customer service processes, improve operational efficiency, and enhance the customer experience
- Support business growth by ensuring customer service readiness for new product launches, supply constraints, and changing business priorities
- Build and maintain strong relationships with distributors and internal stakeholders, serving as a trusted business partner
Requirements
- Bachelor's degree required; Master's degree preferred
- Minimum of 5 years of Customer Service experience within the Medical Device (MedTech) or Pharmaceutical industry
- Demonstrated people leadership experience, including leading, coaching, and developing high performing teams
- Experience managing customer service operations in an international or distributor based environment is highly desirable
- Hands on experience with SAP and Salesforce Service Cloud is required
- Advanced proficiency in Microsoft Excel with strong analytical and reporting capabilities
- Proven experience collaborating cross functionally with Sales, Demand Planning, Supply Chain, Logistics, and other business functions
- Excellent communication, stakeholder management, negotiation, influencing, and persuasion skills
- Strong organizational, analytical, problem solving, and decision making skills
- Fluent in English, both written and verbal
Full Job Posting
About The Role
- We are seeking a Customer Service Supervisor to lead our Dubai based Customer Service team supporting distributor markets across the Middle East & North Africa (MENA), Sub Saharan Africa (SSA), and Central Asia.
- This role is responsible for leading the day to day customer service operations, ensuring an exceptional distributor experience, and driving operational excellence across the region.
Key Responsibilities
- Lead, coach, develop, and motivate the Customer Service team, fostering a culture of accountability, collaboration, and continuous improvement.
- Oversee daily customer service operations, including order management, order fulfillment, shipment coordination, returns management, customer inquiries, and complaint resolution.
- Ensure compliance with company policies, quality standards, and customer service processes.
- Partner closely with Sales, Demand Planning, Supply Chain, Logistics, Finance, and Quality to ensure alignment on demand forecasts (LBEs), product availability, inventory allocation, and customer priorities.
- Act as the primary escalation point for complex customer and distributor issues, ensuring timely resolution and high levels of customer satisfaction.
- Monitor, analyze, and report on key performance indicators, including order cycle time, on time order processing, on time delivery, backlog management, and customer responsiveness, implementing improvement plans where required.
- Drive continuous improvement initiatives to optimize customer service processes, improve operational efficiency, and enhance the customer experience.
- Support business growth by ensuring customer service readiness for new product launches, supply constraints, and changing business priorities.
- Build and maintain strong relationships with distributors and internal stakeholders, serving as a trusted business partner across the organization.
Qualifications & Experience
- Bachelor's degree is required; a Master's degree is preferred.
- Minimum of 5 years of Customer Service experience within the Medical Device (MedTech) or Pharmaceutical industry.
- Demonstrated people leadership experience, including leading, coaching, and developing high performing teams.
- Experience managing customer service operations in an international or distributor based environment is highly desirable.
- Hands on experience with SAP and Salesforce Service Cloud is required.
- Advanced proficiency in Microsoft Excel with strong analytical and reporting capabilities.
- Proven experience collaborating cross functionally with Sales, Demand Planning, Supply Chain, Logistics, and other business functions to ensure customer satisfaction, product availability, and execution of business plans.
- Excellent communication, stakeholder management, negotiation, influencing, and persuasion skills, with the ability to build strong relationships across a matrix organization.
- Strong organizational, analytical, problem solving, and decision making skills, with the ability to effectively manage multiple priorities in a fast paced environment.
- Fluent in English, both written and verbal.
What We Offer
- Competitive compensation and benefits package.
- Opportunity to lead a high performing regional Customer Service team.
- Exposure to diverse international markets across MENA, SSA, and Central Asia.
- Collaborative, fast paced, and innovative work environment.
- Opportunities for professional growth and career development.
- Hybrid working model based in Dubai.
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