BD (Becton, Dickinson and Company) Customer Care Manager in Stuart, Florida
Job Description Summary
The Customer Care Manager reports to the Liberator Senior V.P. Operations with dotted line supervision from the Liberator V.P. Operations. The role’s primary responsibility is to manage the Customer Care team to ensure quality service to our consumers. Our customer includes healthcare professionals, consumers and insurance payors.
This position will oversee a team dedicated to supporting the back-office functions for the outside sales teams. The Managers role will be to efficiently manage the throughput of the team while adhering to company policies and standards. The Manager will be responsible for taking actions that support the achievement of departmental goals and objectives. The role requires analysis of key performance metrics, identify areas for improvement and goal attainment. Goals include, but are not be limited to; sales throughput, complaints, agent performance stakeholder satisfaction and compliance. The Manager will be responsible for addressing issues proactively.
The Manager will work closely with the Inside Sales, Homecare Sales and Marketing teams to expand and develop the Link Program, increase customer retention and engagement, support digital/direct to consumer sales programs, and meet the objectives of sales and marketing campaigns. This position requires a great amount of empathy and patience when working with patients to assist them with their medical needs, as well as a high level of professionalism. The duties of this position will adjust to the needs of the business as it grows.
JOB RESPONSIBILITIES include the following (other duties may be assigned):
Manage the Customer Care Team
- Be accountable for achievement of departmental goals and objectives. Manage a large team of Associates. Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback. Actively manage the Customer Care team’s task queue through reports and performance metrics to ensure zero backlog of calls Monitor and measure the daily activities of the Customer Care Program to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined Identify, develop, and conduct training tools and sessions to improve efficiency and engagement of the team (products, best practices, new services, etc.). Develop incentives that leverage best practices and drive team member engagement, improve consumer retention and quality of service/care Identify and implement process improvements Manage and address issues from the Customer Care team and key stakeholders Direct responsibility and accountability for staff member management to include disciplinary counseling and/or separations, performance reviews and coaching, review and approval of payroll, and scheduling of staff. Strong leadership skills – ability to lead and serve as an effective team member in a large organization including planning, developing, organizing, directing, managing, and evaluating personnel.
Build Relationships with Key Stakeholders
- Partner with the key corporate stakeholders in Stuart and Covington operations to insure we’re able to service our consumers with the quality we have committed to (i.e. shipping process/resources, sample boxes, etc.) Manage dealer relationships to ensure there are clear communication/expectations and address questions/issues proactively Build relationships with the outside Sales Team to ensure we are meeting their needs most efficiently Build relationships with Quality Assurance to improve the quality of service we are providing our LINK customers Partner with Marketing teams to ensure we are meeting the objectives Partner with Customer Service to ensure we are servicing internal customers
- Develop working knowledge of SalesForce.com and Liberator CRM to conduct changes in SalesForce and improve the integration between systems. Work with cross functional team to develop and implement enhancements to company systems. Liaise with Software Development and Operations to complete in process and future projects. Run reports to analyze performance of Customer Care team and implement improvements within the team Analyze key performance metrics in comparison to the goals outlined for the team, identify gaps and develop improvement plans Identify opportunities within SalesForce.com to improve process/functionality.
Education & Experience
High School Diploma or High School Equivalency Certificate (General Education Diploma) required. BS/BA degree in Business, Marketing, or Science.
A minimum of 5 years customer service, tele-sales, or digital marketing experience required. Experience in a clinical and/or patient care setting strongly preferred.
A minimum of 2 years’ experience in a Supervisory role for customer service team required.
Knowledge, Skills & Abilities
Passion for excellence and commitment to customer care and satisfaction.
This position is complex and requires the ability to formulate decisions to new rapidly developing challenges. Attention to detail is paramount. Ability to learn quickly is a must. Decisions generally must be made immediately to service the needs of patients, customers and/or Sales Territory Managers.
Ability to be patient and show empathy when appropriate and in all situations.
Analytic and reporting skills, and ability to solve basic & intermediate math equations.
Experience with Tableau, Crystal reports and/or MS Access preferred.
Proficient with MS Word, Excel, PowerPoint, and Outlook.
Prior experience with SalesForce.com is preferred, not required.
Strong decision making, problem solving and analytical abilities.
Excellent communication skills (written and verbal).
Excellent English verbal and written communication skills. Bilingual-Spanish with written and spoken proficiency a plus. Communication in this job is often with patients, nurses, office staff, dealers, or technical personnel. This often requires a special set of skills, knowledge, and experience as interaction is primarily with patients.
Ability to work with and maintain confidential information.
Ability to resolve potentially stressful customer interactions.
Desire to work in a strong team-based culture.
Excellent organizational skills.
Demonstrated excellence in the continuous handling of meticulous detail.
Excellent data entry, proofreading, and typing skills.
Willingness to work a flexible schedule when needed.
Must be able to travel an average of 15% (domestic).
Analytical - the individual synthesizes complex or diverse information.
Problem solving —the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
Software -intermediate to advanced Microsoft excel skills, knowledge and experience with crystal reports, MS access, or SQL scripting required.
Oral communication —the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts productive meetings.
Delegation —the individual delegates work assignments, gives authority to work independently, sets expectations and monitors delegated activities.
Leadership —the individual inspires and motivates others to perform well and accepts feedback from others.
Quality management —the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
Judgment —the individual displays willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions.
Planning/organizing —the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
Safety and security —the individual observes safety and security procedures and uses equipment and materials properly.
Primary Work LocationUSA FL - Stuart HQ
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