Job Description Summary

As part of Global Business Services, the Manager, QTC Customer Care is responsible for overseeing all aspects of the company’s customer support operations, including managing a team of customer support associates, managing manual order creation processes, analyzing customer feedback, and ensuring high levels of customer satisfaction, often by collaborating with other stakeholder to address customer issues and contribute to enhancing the customer experience. The perfect candidate for this position has strong organizational and multi-tasking skills and broad knowledge customer service and order management business processes. The candidate must communicate effectively (verbal and written) with internal and external technical and non-technical groups and have demonstrated presentation and documentation skills. The candidate should be self-motivating and able to work independently while sharing knowledge and mentoring other team members.

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. 

Responsibilities

• Day to day supervision of the team using key performance indicators and performance metrics. Facilitates team meetings to review priorities and engage the group in performance improvement discussions to improve customer experience outcomes.

• Offer expert guidance, coaching, and training on end-to-end customer support concepts and systematic approaches, including using the BD Way, growth mindset, and the strengths of a servant leader to improve the team’s performance outcomes and engagement.

• Oversee execution service level compliance, and coordinate resource allocation to increase order creation and allocation processing. 

• Lead communication between internal teams and partners to resolve customer issues within the service level agreement timelines.

• Independently sets priorities, meets deadlines, and manages multiple tasks. Provides practical knowledge during team meetings to increase team performance outcomes and serves as a knowledge source for peers.

• Responsible for delivering process efficiencies within the Customer Care teams, and extended processes touching the team through planning and oversight of identified initiatives. Continuously identify efficiency opportunities to decrease manual order entry and manual order intervention leading to cost reductions and increased customer experience.

• Use varying analytical tools to monitor, analyze, report, and determine the root cause of customer complaints and issues. Develops and implements standard operating procedures that improve the customer experience and support optimal order health outcomes.

• Serve as a subject matter expert to support continuous improvement project teams. Focus on building capabilities that enhances problem-solving and empowers teams to eliminate manual order correction intervention.

• Travel as necessary to meet with direct reports and geographically diverse teams for cross-functional projects in person.

Minimum Requirement:

• Bachelor degree ; or equivalent combination of education and experience.

• A minimum of five years of work experience related to supply chain, order management, logistics, or related field.

• A minimum of five years of progressive operational/administrative management experience.

• A minimum of five years of supervisory leadership experience.

• Knowledge and experience in Enterprise Resource Planning (ERP) system.

• Ability to work independently and influence, with and without direct authority. Ability to work independently and influence, with and without direct authority.

Preferred Qualifications:

• Teammate with impactful verbal and written communication skills.

• Strong analytical skills and attention to detail

• Versatile learner with the ability to function in a changing environment.

• Proficiency in standard business computer software applications (MS Word, Teams, PowerPoint, Outlook)

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.

Required Skills

Optional Skills

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Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift