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.

EDUCATION

• Bachelor’s degree required with a focus in Business, Marketing, Life Sciences, or a closely related discipline preferred. MBA is preferred.

EXPERIENCE

• Minimum 8 years’ call center, customer service, or direct to consumer experience required, preferably in healthcare or a customer centric organization
• Minimum 5 years’ experience in a supervisory role for a customer service team required, preferably in the field of healthcare.
• Excellent interpersonal skills and ability to develop strong relationships with customers and business partners required.
• Analytic and reporting skills required using tools such as Excel, Tableau, Power BI for reports. Experience with the use of Salesforce preferred or comparable CRM and billing software including familiarity Microsoft Office Suite required.
• Attention to detail, excellent data entry, and proofreading skills required.
• Bilingual Spanish with written and spoken proficiency a plus.
  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.

• Manage the Customer Service Team and deliver department short and long-term goals and objectives with close collaboration with upstream BD strategy and marketing initiatives
• Implements monthly, quarterly and annual focused sales operations plans in support of overall organizational strategy and objectives including team and individual goals
• Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology. Identify, manage, and report daily, monthly, and annual sales targets, KPI’s , and anticipated outcomes of the reporting metrics.
• Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.
• Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
• Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience