Customer Care Manager

Job Description SummaryThe Contact Center (CC) Manager manages the performance and development of the Team Leaders and Customer Service Representatives who are responsible for handling customer service sales orders, inquiries and problems via phone, email, Chat, and EDI.May engage directly in similar activities, depending on assignments and internal customer needsCoordinates the activities of the assigned specialists, ensuring appropriate scheduling, work allocation, timely responses to customers, ongoing improvement activities and a high level of team engagementCreate, implement, measure and report process improvements that enhance customer satisfactionInsure order accuracy / monitoring program is current to assess customer’s satisfaction levelsCreates and promotes teamwork that drives exceptional customer service for all internal and external customersEnsures that team members, under direct supervision, follow established procedures, practices and policies for Department and for the Quality SystemCustomer Support Manager delegates additional responsibilitiesJob DescriptionResponsibilities :50%Ensure that team delivers customer requirements to specifications as agreed to by the business.

Performance metrics design and monitoring, benchmarking to ensure world class service metrics.

Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines,policies, and procedures.

25%Work with sales and end-customers to understand business requirements and translate those requirements to call center solutions.

Provide fleixibility in the assignment of duties to support special requests and customer requirements.

Develop Team Leaders and Customer Service Representatives using performance improvement techniques, performance development planning, call monitoring, coaching and metrics.

10%Continue linkage with Distribution Center Operations, Transportation, EDI and Supply Chain Manager’s departments for better customer service.

Manage call center technology platforms to insure new or revised internal and external customer requirements can be addressed.

Develop Business plan for team including setting IIG’s and managing operation effectiveness / efficiency projects.

10%Lead training programs impacting business requirements.

Provide coaching, mentoring and development for team, using tools such as 20 keys, VSM and PMP process.

Assist Quality Department with maintaining Training Matrix Requirements

5%Responsible for all HR Planning a for team.

Requirements (indicate the minimum)KnowledgeStrong technical /product knowledge

Strong PC application knowledge including Microsoft Office, SAP, BW

Prior customer relations experience

Must be motivated, self-directed, and able to work with minimal supervision by Customer Support Manager

SkillsAbility to communicate effectively

Ability to motivate self and others to reach common goals

Advance interpersonal skills

Demonstrate leadership skills

Ability to function in a team environment

Ability to travel / relocate

Education/DegreeBA or BS degree in Business, Marketing, or related Field Required.

MBA preferred.

Certifications (if applicable); Lean and/or Six Sigma certification preferred

Experience (indicate the number of years)3+ years call center experience

3+ years of relationship management/supervisory experience

Preferred Skills:Experience with SAP Sales Fulfillment and SAP BW/BI

Understanding of call center strategy skills

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.Primary Work LocationUSA TX - San AntonioAdditional LocationsWork ShiftBecton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.