Customer Service Director

hace 4 semanas

Valencia, Valencia, España Bd A tiempo completo

Job Description:

As a key member of the Critical Care division at BD, we are seeking a highly skilled and experienced Customer Service Director to lead our Customer Service organization. This is an exciting opportunity to join a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care.

Key Responsibilities:

  • Provide overall leadership and direction to the Customer Service organization, focusing on delivering a customer experience across all business verticals for both external and internal customers.
  • Participate in and represent Customer Service + Bids & Tenders on regional projects of medium complexity, coordinating department activities and plans, and developing departmental procedures and principles.
  • Manage and/or lead a small team within the assigned function, including team budget responsibilities and managing outside contractors/vendors.
  • Develop team members to enhance business acumen and functional skills, handle complex and unusual orders and shipments in the system, and resolve problem resolution with third-party logistics companies.
  • Oversee internal/external audits for Customer Service and Bids and Tenders, cooperate with auditors, and develop risk mitigation strategies.
  • Frequently interact with customers and/or functional peer group managers, typically involving matters between cross-functional teams and the company, and often lead cooperative efforts among project team members.
  • Participate in and present at meetings with internal and external representatives, resolve operational and scheduling issues, and being dedicated to quality client service.
  • Develop peer, cross-functional, and cross-business relationships to maximize best practice sharing and team effectiveness, build relationships and leverage them to influence change, and support and solicit input from team members at all levels within the organization.

Requirements:
  • Bachelor's Degree in a related field and related experience in customer service.
  • Master's Degree or equivalent in a related field.
  • Experience working in a regulated industry.
  • Demonstrated track record in people management.
  • Additional Skills:
    • Proven successful project management leadership skills.
    • Proven expertise in Microsoft Office Suite and related tools and systems.
    • Excellent problem-solving, organizational, analytical, and critical thinking skills, including high discretion/judgment in decision making.
    • Excellent written and verbal communication skills and interpersonal relationship skills, including negotiating and relationship management skills with ability to drive achievement of objectives.
    • Expert understanding of customer service procedures while addressing issues with impact beyond own team based on knowledge of related disciplines.
    • Expert understanding of related aspects of customer service processes and/or systems.
    • Knowledge of financial mechanisms that relate to customer service.
    • Demonstrated ability to manage assigned team and provide coaching and feedback, including responsibility for all employee actions, including hire/fire authority, and partnering with HR on all aspects of employee relations.
    • Ability to develop and integrate metrics into the projects and operations that clearly demonstrate the value of customer service to the business.
    • Strict attention to detail.
    • Ability to interact professionally with all organizational levels and proactively escalate issues to appropriate levels of management in the organization.
    • Ability to work and excel within a fast-paced, dynamic, and constantly changing work environment.

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