BD (Becton, Dickinson and Company) Data Coordinator in San Antonio, Texas
Job Description SummaryExecute contact center reporting including call volumes and order management. Creates reports to provide trending for all department metrics including: Contact handling, service complaints, and ad hoc reports as needed by department management, internal stakeholders and external customers.
Join our team to help to make a difference in our organization. Data Coordinator is a challenge role that will give the opportunity to expand your data management, organization and multitasking skills. The main responsibilities consist to maintain, analyze and provide status reports on metrics and contact volume for Customer Support Department using SAP Order management and our phone systems. For any organization, Data is a powerful driver to help and understand the performance of the department therefore leadership is able to take actions on staffing, quality and improve customer experience.
Manage internal schedule reporting, including performance and productivity metrics.
Manage the data reporting elements of the Health Care Professional account maintenance system.
Support New hire request for SAP Access and phone set up.
Support the initiatives on reports necessary to track, trend, and analyze all department KPI’s, metrics and measurements.
Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines, policies, and procedures.
Support the Customer Service Representatives and Team Leaders in the setup and troubleshooting of the Call Monitoring System, SAP, Telecom and other systems
Support Department Continues improvement initiatives.
A BD leader demonstrates the following competencies:
We do what is right
We take personal responsibility
We anticipate and address the challenges of patients and customers globally
We innovate and improve continuously
We respect, collaborate, challenge and care about each other
Demonstrates ‘customer centricity’ by combining first-hand customer experiences with deep fact-based insights. Anticipates and addresses customer needs as the first priority of the organization. Stays ahead of customer and market trends.
S hared Value Creation
Understands that BD can achieve growth and expand our relevance by addressing unmet societal needs while creating economic value. Engages external experts and key opinion leaders to develop ‘domain expertise’ in areas where BD’s core competencies can be aligned to achieve shared value creation.
Innovative Ideas and Approaches
Champions new ideas to drive growth in the core business and in new opportunity areas. Through constructive challenge, stimulates others to propose breakthrough approaches. Demonstrates ambidexterity, the ability to achieve long-term innovation while delivering short-term results.
Optimized Execution and Performance
Advances long-term growth while consistently meeting or exceeding near-term business performance expectations. Leads operational initiatives by ensuring strong teamwork and process effectiveness. Understands the need to drive growth and operating efficiency simultaneously.
Global and Collaborative Mindset
Thinks globally and acts locally. Not biased towards the priorities of the local team. Understands and works to improve effectiveness of the BD matrix – businesses, geographies and functions. Highly collaborative when working both within and beyond the BD organization.
Attracts, develops and retains a diverse team that reflects the marketplace, customers, communities and talent pool. Creates and sustains an inclusive culture where diverse ideas, backgrounds, experiences and perspectives are valued. Sun additional stains an environment where constructive challenge, diverse perspectives and debate are encouraged.
Effective Strategy Development
Achieves competitive advantage by proactively recognizing customer, market and technology trends and developing clear and compelling business strategies. Anticipates and counters competitive threats. Avoids being in a reactive mode versus competitors
Effective Talent Development
Establishes an ‘A’ team of highly talented, motivated and capable associates who advance the leadership bench strength of the Company. Considers talent development to be the most important factor determining the long-term success of the Company.
Requirements (Knowledge, Skills, and Abilities)
Requirements (indicate the minimum)
1+ years SAP experience.
Customer Support experience
Preferred: 1+ years’ experience with SAP reports.
Preferred: 1+ years’ experience with call center/CRM metrics.
Preferred: 1+ years’ experience with Microsoft Excel.
Strong computer skills
Strong team orientation.
Excellent interpersonal skills and service orientation.
Excellent oral and written communication skills.
Ability to multi-tasks
Continuous and versatile learner
- BA or BS degree recommended
Certifications (if applicable)
- Preferred: Lean and/or Six Sigma certification
Experience (indicate the number of years)
- 1+ years experience with call center/CRM metrics
For people management position, indicate years of experience required
Primary Work LocationUSA TX - San Antonio
Work ShiftUS BD 1st Shift 730am-4pm (United States of America)
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.