Job Description Summary

As part of Global Business Services, reporting to the Manager, North America Quote to Cash (QTC) Customer Care Specialty, the Supervisor, QTC Customer Care – Specialty is responsible for supporting/resolving order issues, reporting and escalations. The ideal candidate for this position has superior organizational and multi-tasking skills and knowledge of business processes. Must be able to communicate effectively (verbally and written) with both internal and external customers and have demonstrated documentation skills. The candidate should be self-motivating and able to work independently while sharing knowledge and mentoring other team members. Ensures all departmental objectives, metrics, and measures are achieved.

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.

The Customer Care Specialist Supervisor is responsible for managing a team of customer care representatives in all aspects of their day-to-day operations. This includes ensuring they are properly trained on our products and services, as well as handling any issues or complaints they may have. The supervisor will also be responsible for developing strategies to improve customer satisfaction and retention.

Responsibilities

• Manage a team of customer care representatives, including training and development opportunities.
• Ensure all customer service representatives are adequately trained on our procedures, products and services.
• Handle any issues or complaints that arise from customers.
• Develop strategies to improve customer satisfaction and retention.
• Coordinate with other departments to ensure seamless communication and collaboration.
• Provide support to customers through phone calls and emails
• Assign work to employees based on availability and skill set.
• Monitor employee performance and provide feedback regularly.
• Maintain records of employee attendance and leave requests.
• Highly adaptable changing situations and able to handle multiple competing priorities simultaneously.
• Detail oriented with strong organizational skills
• Excellent communication skills both written and verbal
• Ability to multi task and prioritize tasks effectively
• Demonstrated problem solving and conflict resolution skills

Education and/ or Experience Required:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Minimum of 2 years of experience working in customer service.
• Minimum of 3 yrs of supervisory experience.
• Strong leadership skills with the ability to motivate and inspire others.
• Knowledgeable in Microsoft Office Suite (Word, Excel, PowerPoint)

Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time.

Desirable Qualifications:

• Experience working in a fast-paced environment

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.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

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.

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Required Skills

Communication, Conflict Resolution, Customer Care, Customer Satisfaction, Customer Service, Multitasking, Prioritization

Optional Skills

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Primary Work Location

USA GA - Covington BMD

Additional Locations

Work Shift