Job Description Summary

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. BD leads in patient and health care worker safety and the technologies that enable medical research and clinical laboratories. The company provides innovative solutions that help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures. BD partners with organizations around the world to address some of the most challenging global health issues.
BD has more than 73,000 associates across fifty countries who work in close collaboration with customers and partners to help enhance outcomes, lower health care delivery costs, increase efficiencies, improve healthcare safety, and expand access to health. For more information on BD, please visit http://www.bd.com.
The U.S. Customer Care team strives to deliver exceptional experiences to our customers at each touchpoint. With the goal to make it effortless for our customers to do business with BD, Customer Care in the U.S. Region is undergoing a significant transformation that will enable a culture of continuous customer focus and service improvement. The Customer Care team is responsible for addressing customer inquiries that BD receives in the U.S. supporting $9 billion in capital and consumable revenue across nine business units. This includes customer questions around placing orders, order status, product questions and product complaint submissions when required. The team operates within customer care centers across the U.S., including San Antonio - TX, Covington -GA, Rhode Island, Tempe - AZ, Sparks - MD, Salt Lake City - UT, Vernon Hills - IL and Franklin Lakes - NJ. The Customer Care teams engages with direct customers, distribution partners and internal stakeholders such as sales teams and other functional areas of the organization.
About the job
As the MMS Supervisor, you will oversee the daily roles and responsibilities of the team, providing guidance and support to ensure absolute accuracy in the fulfillment of orders on the MMS team. This role will be the primary contact for manufacturing, sales, marketing, and supply chain globally, to ensure the business operates without interruption. This individual will work closely with the department manager and will be a member of the CS Leadership Team.

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. 

Key responsibilities will include:

• Provide support and guidance; ensure  staffing, coaching, and training are in place.

• Manage internal schedule assignment, reporting, including performance and productivity metrics.

• Troubleshoot immediate customer and order needs.

• Provides performance information to associates in support of associate developmental needs. 

• Monitor and manage performance of customer service representative based on objectives, goals, and development plans. 

• Liaison with manufacturing facilities, contracts team, capital team, and sales.

• Ensure SharePoint site is maintained and up to date with accurate information.

• Facilitate and participate in the monitoring and coaching of customer calls for continuous improvement and associate development purposes. 

• Adhere to and ensure compliance with company guidelines, protocols, and policies.

QUALIFICATIONS

• Previous people management experience is required.

• Prior experience developing Standard Operating Procedures (SOPs) preferred.

• Strong analytical skills, ability to solve problems in real-time.

• Proven experience in developing strong relationships with associates, and internal/external customers.

• Excellent communication skills (written and verbal).

• Ability to resolve potentially challenging customer interactions.

• Computer systems experience required: Microsoft Outlook, Excel,