Becton Dickinson (BD) recently completed the acquisition of the Edwards Critical Care business. This position is part of the Critical Care division, and as such will become a part of the BD organization in the future. Critical Care will operate as a separate business unit, called Advanced Patient Monitoring (APM) within BD's medical segment, aligning with BD's smart connected care approach. 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.com  

The Sr. Supervisor, Customer Services will supervise and oversee the daily operations of the customer service team.

• Lead, direct, and evaluate the daily operations of staff; plan, prioritize and delegate tasks to ensure operational efficiencies and compliance with policies as well as relevant regulations and laws (e.g. SOX)

• Identify and assess customer service needs (e.g., gathering data, conducting surveys, identifying trends, streamline processes etc.) while maintaining contact with internal and external key stakeholders.

• Collaborate with BU’s to provide customer feedback and support customer communication plans for price increases, product launches and other activities that impact customers and customer service.

• Lead continuous improvement initiatives with responsibility of all project outcomes within customer service including researching new technologies

• Identify trends while performing analysis, and provide insights to stakeholders for process and communication improvement (e.g., automated tracking information, pricing, FCAs, reports)

• Research trends and tools and identify gaps in current processes to provide process improvement solutions.

• Develop and deliver customer service training for new product launches, pricing changes, customer communication, FCA's.

What you will need (Required):

• Bachelor's Degree in-depth technical knowledge and experience in assigned work area, and substantial experience in customer facing environment, with skill levels exceeding the requirements of the Supervisor II

• 4 years’ experience of previous related experience with full responsibility for all personnel including hire/fire authority and handling of relevant aspects of employee relations

• Experience leading and fostering multi-cultural teams with cultural sensitivity

• Proven project management expertise

What else we look for (Preferred)

• Experience working in a medical device industry

• Proven expertise in Microsoft Office Suite with working knowledge of Enterprise Resource Planning (ERP) system, preferably JDE

• Excellent communication and interpersonal relationship skills; possessing strong collaboration skills in partnering with cross functional stakeholders in order to achieve objectives, as well as mediating differences to achieve consensus

• Strong ability to supervise/lead employees

• Ability to work effectively in a cross-functional team environment

• Ability to manage confidential information with discretion

• Excellent customer service skills with ability to negotiate and resolve difficult situations

• Excellent problem-solving skills

• Ability to build and maintain strong relationships across the organization to influence and achieve objectives

• Ability to prioritize competing objectives in a fast-paced environment