Customer Care Team Manager
hace 2 días
BD recently completed the acquisition of the Edwards Critical Care business. This position is part of the Critical Care division, and as such, is part of the BD organization. BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. If you are invited to interview for this position, a recruiter will provide further details about this exciting transition. Learn more about BD at bd.comJob DescriptionProvide overall leadership and direction to the Customer Service organization with a continued focus on delivering a customer experience across all business verticals for both external and internal customers.Key ResponsibilitiesParticipate in and represent Customer Service + Bids & Tenders on regional projects of medium complexity; coordinate department activities and plans; develop departmental procedures and principles (e.g., SOPs).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, including problem resolution with third-party logistics companies.Oversee internal/external audits for Customer Service and Bids and Tenders; cooperate with auditors; develop risk mitigation strategies.Frequently interact with customers and/or functional peer group managers, typically involving matters between cross-functional teams and the company; often lead cooperative efforts among project team members.Participate in and present at meetings with internal and external representatives.Resolve operational and scheduling issues.Being dedicated to quality client service, being proactive and responsive to client needs.Develop peer, cross-functional, and cross-business relationships to maximize best practice sharing and team effectiveness.Build relationships and leverage them to influence change.Support and solicit input from team members at all levels within the organization.RequirementsBachelor's Degree in a related field and related experience in customer service RequiredMaster's Degree or equivalent in a related fieldExperience working in a regulated industryDemonstrated track record in people managementAdditional SkillsProven successful project management leadership skillsProven expertise in Microsoft Office Suite and related tools and systemsExcellent problem-solving, organizational, analytical and critical thinking skills including high discretion/judgment in decision makingExcellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectivesExpert understanding of customer service procedures while addressing issues with impact beyond own team based on knowledge of related disciplinesExpert understanding of related aspects of customer service processes and/or systemsKnowledge of financial mechanisms that relate to customer serviceDemonstrated 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 relationsAbility to develop and integrate metrics into the projects and operations that clearly demonstrate the value of customer service to the businessStrict attention to detailAbility 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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