Customer Service Supervisor
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Key skills for this role
About the Role
Additional Locations: N/A Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance At Boston Scientific, we ll give you the opportunity to harn.
Key Skills for This Role
Responsibilities
- Lead, coach, and develop the Customer Service team
- Oversee daily customer service operations including order management and fulfillment
- Partner with Sales, Demand Planning, Supply Chain, Logistics, Finance, and Quality
- Act as escalation point for complex customer issues
- Monitor and report on KPIs, driving continuous improvement
Requirements
- Experience in customer service operations
- People leadership and team development skills
- Ability to partner with cross functional teams
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.
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