Customer Service Supervisor - MENA, SSA & Central Asia

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.

Customer Service Supervisor – MENA, SSA & Central Asia

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.

The Customer Service Supervisor will lead and develop a high-performing team while partnering closely with Sales, Demand Planning, Supply Chain, Logistics, Finance, and Quality to ensure alignment on demand forecasts (LBEs), product availability, inventory allocation, and order fulfillment. The successful candidate will combine strong people leadership with customer service expertise to support business growth and deliver a best-in-class customer experience.

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.

Key Competencies

• Customer-centric mindset with a passion for delivering exceptional service.
• Strong people leadership and coaching capabilities.
• Excellent communication and interpersonal skills.
• Ability to influence and collaborate effectively across functions and cultures.
• Continuous improvement mindset with a focus on operational excellence.
• Strong planning, prioritization, and execution skills.
• Data-driven approach to decision-making.
• Adaptability, resilience, and the ability to thrive in a dynamic, fast-paced environment.

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.

Requisition ID: 631211

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.