$200K - $250K(Ladders Estimates)
Primary Responsibilities and Duties
% of Time (estimated)
May perform other duties as required
Scope of Responsibility:
Responsible for Supporting and driving overall Customer Service strategy and sponsoring projects aligned to improve customer experience (or assigned by management) and simplify the way our customer do business with BD. Participant in cross functional projects; responsible for ensuring milestones related to project outcomes are met. Ensure daily metrics, SLA, KDG's are focused and aligned with customer expectations. Enhance our BD culture; provide a desired and safe work environment for our associates. Communicate with leadership on strategic initiatives developed and driven by the Customer Operations Management team.
Sphere of Influence:
Position will sit on the NA SC LT and the Commercial Customer Experience Awareness to Advocacy LT. Direct inputs and guidance provided within claims/order fulfillment teams located In San Antonio, Franklin Lakes, Covington locations.
Cross functional areas to include but not limited to Customer Service, Sales, Marketing, IT, Quality, HR, Distribution and Logistics, E-Business, Commercial Operations & Planning, Quality, Regulatory,
External focus on Distribution Partners, Direct Customers, End Users(Hospitals), Third Party Suppliers and Logistics Providers
Influence on peers, team members, BDX Functional leadership and business stakeholders
Impact on Business Results
Degree of Accountability:
Adhering to a budget of $4 Million; making decisions that have direct impact on the Customer Experience and cost of customer care.
Ensure daily decisions align with policy and procedures but not to a fault of unrealistic flexibility that damage customer relationships. Understand the circumstances in which high level decisions are to be made or escalated.
Requirements (Knowledge, Skills, and Abilities)
Certifications (if applicable)
Experience (indicate the number of years)
For people management position, indicate years of experience required
Other: Identify the minimal level of other competencies required for the position. .
Ability to travel/relocate
Valid Through: 2019-10-24