Customer Care Distribution Representative

Customer Care Distribution Representative

Onsite Location(s): Kerkrade, NL

Additional Locations: N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

At Boston Scientific, we are committed to improving patient lives through innovative medical solutions. As a Customer Care Distribution Representative, you will play a key role in supporting distributors across the GEM SEE region by managing end-to-end order-to-cash activities within a complex, multi-country supply chain environment.

In this role, you will ensure accurate order execution, compliant shipment processing, and timely customer support while working collaboratively with cross-functional teams including Commercial, Planning, Export, Operations, Finance, Quality, and Regulatory. This position is well suited for an experienced customer care professional who thrives in a fast-paced, regulated, international setting.

• End-to-End Order Management & Execution

  Manage the full order lifecycle from order entry through invoicing using SAP S/4
  
  HANA and SAP ECC, ensuring accuracy, compliance, and timely execution.

  Proactively identify order, shipment, or delivery risks and take corrective action to prevent service delays or customer impact.

  Manage urgent and life‑saving requests, coordinating across multiple departments to ensure immediate dispatch while maintaining ownership of the broader order portfolio.

  Coordinate daily with Commercial, Planning, Export, Operations, Finance, Quality, and Regulatory teams to remove blockers and expedite order fulfillment.

  Support complex, multi-country supply chain flows, ensuring seamless execution across functions and geographies.

• Shipment & Export Coordination

  Coordinate shipments from multiple global shipping locations (Netherlands multi‑site, Dubai, Ireland), each with distinct operational and documentation requirements (e.g. BOE, AWB, MOH approvals, export documentation).

  Create and troubleshoot shipments in SAP S/4
  
  HANA, monitor outbound warehouse processing, and act according to delivery status.

  Resolve shipment issues related to batches, product revisions, configuration mismatches, segregation requirements, and Quality Holds.

  Ensure compliance with export control regulations, including HS codes, tariff classification, GTS invoicing, embargo/legal/RA blocks, and sanctioned‑party screening.

  Manage export licenses and permits for shipments outside the EU, ensuring shipments occur within license validity timelines.

• Customer Care & Case Management

  Act as a key point of contact for distributors, responding to inquiries and providing timely, accurate order and shipment updates.

  Manage customer cases using Service Cloud, ensuring proper documentation, follow‑up, and adherence to defined KPIs.

  Log, investigate, and follow up on service complaints and customer satisfaction/dissatisfaction, demonstrating the ability to understand customer sentiment beyond explicit communication.

• Process Compliance

  Manage Debit/Credit notes, rebates, returns, recalls, warranties and pricing discrepancies in coordination with our customers, Finance and Commercial teams.

  Validate and process manual FOC and NFHU orders, ensuring correct customs value, pricing conditions, and SOX‑compliant approvals before processing.

  Ensure adherence to internal procedures, work instructions, and compliance requirements, remaining aligned with the latest policies required to perform daily tasks.

  Contribute to continuous improvement initiatives aimed at enhancing service quality and process efficiency.

• Customer Focus

  Demonstrates commitment to delivering reliable, high-quality service.

• Execution Excellence

  Manages processes accurately, efficiently, and with strong attention to detail.

• Collaboration

  Works effectively across…