BD (Becton, Dickinson and Company) Customer Support Manager in Sydney, Australia
Job Description Summary
The Customer Support Manager – Supply Chain role is to provide a high level of leadership, management and support to the BD ANZ Customer Service, Customer Solutions and Supply Chain Administrations teams. Through close engagement with BD’s customers, the Customer Support Manager – Supply Chain will obtain an understanding of the service support requirements, tools and activities that BD ANZ need to action to fully support and provide solutions that add value to customers.
The Customer Support Manager – Supply Chain interacts across all BD ANZ businesses and functions to recommend, develop, and drive the specific operational activities that enable BD to support the BD ANZ Business Strategies.
Responsible for the management, development and performance of the ANZ Customer Service, Customer Solutions, and Supply Chain Administration teams. Ensuring the teams’ alignment and activities meet business goals, customer expectations and growth plans.
Effectively manage the teams to continuously improve levels of performance against set key performance indicators (KPI’s) with all activity relating to Customer Service, Order Management, Supply Chain analytics, Supply Chain projects, Business Partnering and troubleshooting.
Work cohesively and in conjunction with AP SSC (Shared Service Centre) to ensure the focus, alignment, transparency and the execution of required objectives and critical projects improve the total supply chain efficiency, cost reduction and improve BD’s service performance and value to customers.
Maintain high level of interaction with key customers. Proactively seek to develop and maintain long term strategic partnerships and build solid customer relations with BD’s key customers.
Actively participate in the BD ANZ Operations Team, providing input and assistance in goal achievement. Support customers in their process for integrated activity needs. Closely engage and co-ordinate internal activities to ensure customer and business requests can be adequately supported.
Take responsibility and accountability for resolving customer issues and problems efficiently and effectively by working collaboratively and cross-functionally within the organisation.
In conjunction with the Supply Chain Director, identify and implement operational activities BD can undertake that provide value-added solution to customers and results in a competitive advantage to BD, e.g. EDI, E-commerce and specific service reporting. Co-ordinate and led internal staff to execute the activities that deliver the desired outcome.
Work closely with ANZ Contracts Department to ensure all Supply Chain contract requirements are captured and reported on as per customer contract requirements.
Prepare budgets, in consultation with the Supply Chain Director and operate within approved guidelines.
Adhere to the requirements of the Quality Management System as maintained by BD ANZ.
Knowledge and Experience:
Demonstrated leadership experience
People management experience essential
Proven experience in influencing without authority
Able to build and develop strong relationships with people at all levels, both internally and externally.
Ability to lead cross functional groups to deliver superior customer service
Excellent problem solving/decision making skills
Strong organizational & planning skills including the ability to prioritise and organize work flow
Strong communication skills – both verbal and written
Extremely self-motivated, independent and resilient
Experience in working within an operations environment and a sales & marketing organization
Exposure to developing automated order processing systems and IT technologies is preferred
Healthcare industry and Supply Chain experience highly desirable
Relevant tertiary business qualifications.
Primary Work Location
AUS Sydney - North Ryde
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.