Manager – Customer Care

Manager – Customer Care

Requirements

• 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.

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.

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)