Customer Care Supervisor, San Antonio, TX at Becton Dickinson NA in San Antonio, Texas

Job Description:

Job Description Summary

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. BD leads in patient and health care worker safety and the technologies that enable medical research and clinical laboratories. The company provides innovative solutions that help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures. BD partners with organizations around the world to address some of the most challenging global health issues.
BD has more than 73,000 associates across fifty countries who work in close collaboration with customers and partners to help enhance outcomes, lower health care delivery costs, increase efficiencies, improve healthcare safety, and expand access to health. For more information on BD, please visit http://www.bd.com.
The U.S. Customer Care team strives to deliver exceptional experiences to our customers at each touchpoint. With the goal to make it effortless for our customers to do business with BD, Customer Care in the U.S. Region is undergoing a significant transformation that will enable a culture of continuous customer focus and service improvement. The Customer Care team is responsible for addressing customer inquiries that BD receives in the U.S. supporting $9 billion in capital and consumable revenue across nine business units. This includes customer questions around placing orders, order status, product questions and product complaint submissions when required. The team operates within customer care centers across the U.S., including San Antonio - TX, Covington -GA, Rhode Island, Tempe - AZ, Sparks - MD, Salt Lake City - UT, Vernon Hills - IL and Franklin Lakes - NJ. The Customer Care teams engages with direct customers, distribution partners and internal stakeholders such as sales teams and other functional areas of the organization.
About the job
As the MMS Supervisor, you will oversee the daily roles and responsibilities of the team, providing guidance and support to ensure absolute accuracy in the fulfillment of orders on the MMS team. This role will be the primary contact for manufacturing, sales, marketing, and supply chain globally, to ensure the business operates without interruption. This individual will work closely with the department manager and will be a member of the CS Leadership Team.



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.



Key responsibilities will include:

• Provide support and guidance; ensure staffing, coaching, and training are in place.


• Manage internal schedule assignment, reporting, including performance and productivity metrics.


• Troubleshoot immediate customer and order needs.


• Provides performance information to associates in support of associate developmental needs.


• Monitor and manage performance of customer service representative based on objectives, goals, and development plans.


• Liaison with manufacturing facilities, contracts team, capital team, and sales.


• Ensure SharePoint site is maintained and up to date with accurate information.


• Facilitate and participate in the monitoring and coaching of customer calls for continuous improvement and associate development purposes.


• Adhere to and ensure compliance with company guidelines, protocols, and policies.

QUALIFICATIONS

• Previous people management experience is required.


• Prior experience developing Standard Operating Procedures (SOPs) preferred.


• Strong analytical skills, ability to solve problems in real-time.


• Proven experience in developing strong relationships with associates, and internal/external customers.


• Excellent communication skills (written and verbal).


• Ability to resolve potentially challenging customer interactions.


• Computer systems experience required: Microsoft Outlook, Excel, Word. JDE/SAP experience preferred.


• All job duties to be performed with a minimum supervision.

EDUCATION and/or EXPERIENCE

• BA/BS degree required or equivalent work experience


• 3+ years' experience leading customer support teams


• Proficiency in CRM, SAP 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.


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.


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Primary Work Location

USA TX - San Antonio



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