Job Description
We are the people who give possibilities purpose
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.
Responsibilities
* Oversee and own the end-to-end customer service process within the Quote-to-Cash (QtC) function, ensuring high levels of customer satisfaction.
* Lead continuous improvement initiatives, using automation and digitization to streamline processes, increase efficiency, and elevate service quality.
* Proactively identify root causes of recurring issues and implement sustainable corrective actions to address them at source.
* Design and manage escalation protocols, partnering cross-functionally to efficiently resolve complex or high‑priority customer issues related to QTC process areas, conducting root cause analysis to prevent recurrence.
* Track and analyse key performance indicators (KPIs) related to customer service performance, such as response times, resolution rates, and customer satisfaction scores.
* Serve as the primary point of contact for customer service process related issues and inquiries within the QtC function.
* Collaborate with internal collaborators such as BPT, sales, finance, and legal to ensure seamless execution of credit and collections processes.
* Define, implement and continuously refine customer service policies and procedures to enhance service quality and efficiency.
* Stay updated on industry protocols and emerging trends, translating them into actionable enhancements within the QtC customer service model.
Qualifications
* Bachelor’s degree in business administration, finance, customer service management, or a related field is required. A master’s degree or relevant professional certifications in customer service or project management are highly desirable.
* 5‑7 years of experience in customer service management, with a focus on processes and customer interactions. Proven track record of managing and optimizing customer service processes in a global or large‑scale organization.
* Proven leadership and people management experience in a matrixed environment, with responsibility for indirect teams.
* Proficiency in project management methodologies and tools. Proven Lean Management skills with Lean Six Sigma certification are a definite asset. Strong familiarity with ERP & CRM systems (e.g., Salesforce, SAP, Oracle) and other financial tools and technologies.
* Professional English.
Salary range for this role 80000€ - 100000€
Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally‑protected characteristics.
#J-18808-Ljbffr