Job Description Summary
The Manager, Customer Care Sales Support role is a new position reporting into the Director of Customer Care- Sales Support & Order Management. The Customer Care Sales Support (CC) Manager is accountable for the performance and development of the Supervisors and Customer Care Representatives who are responsible for partnering with our business teams to support customers and the sales teams and provide a seamless contribution to the product ordering process and experience
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.
In this role, the Manager will need to:
- Seize the opportunity to be a member of the Customer Care Extended Leadership team and contribute to the development of the strategic direction, by embracing our Speak Up and Growth Mindset Culture and commit to execution discipline to drive our Commercial Excellence strategic plan across the Customer Care and greater US Region Commercial and Customer Operations (CCO) team
- Lead a team of Supervisors and indirect reports, across multiple sites and team disciplines, demonstrating a Servant Leader mindset and develop a strong Coaching Culture focused on associate development to achieve key metrics and quality goals, through productivity and performance management while maximizing associate engagement
- Coordinate the activities of the assigned specialists, ensuring appropriate scheduling, work allocation, timely responses to customers, ongoing improvement activities and an elevated level of team engagement
- Create, implement, measure and report opportunities for process simplification to drive Continuous Improvement priorities that enhance the Customer and BD Associate Experience
- Work toward creating, driving, supporting, and fostering a defined career path for our associates, specifically subject matter experts, Supervisors and Senior CSRs.
- Ensure processes and the overall Customer Experience through our call quality monitoring program is current and effective to assess customer’s satisfaction levels
- Create and promote teamwork and an Inclusive, Diverse and Equitable culture that drives an exceptional Customer Experience for all internal and external customers
- Ensure the team delivers customer requirements to specifications as agreed to by the business
- Provide flexibility in the assignment of duties to support special requests and customer requirements
- Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines,policies, and procedures.
- Identify opportunities to improve the customer experience with a focus on reducing the cost to serve; this could include process / policy changes, technology solutions such as self-service tools and reporting, and people opportunities such as agent trainings, multi-skilling, and shift optimization
- Communicate regularly and work within a Team of Teams environment in alignment with the Workforce Management team to maintain service levels during variances to actual vs. planned demand volumes and staffing levels
QUALIFICATIONS
- BA/BS degree required or equivalent work experience.
- 3+ years of experience in leading Customer Care Teams, or a similar team
- Healthcare/medical device industry experience required
- Front line sales experience within the healthcare industry preferred
- Successful in creating a high-performance team and inclusive culture
- Experience managing teams across multiple locations, including virtual teams
- Experience driving improved customer experience and reduced costs in contact center operations
- Strong understanding of health care quality complaints processes, distributor business model, operations and needs from medical device vendors preferred
- Proficiency in CRM, ERP and EDI systems preferred
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
PDN
Primary Work Location
USA TX - San Antonio
Additional Locations
USA AZ - Tempe BPV Building 2
Work Shift