BD (Becton, Dickinson and Company) Customer Service Supervisor in Warwick, Rhode Island

Becton Dickinson (BD), located in Rhode Island, is a leading developer, manufacturer, and marketer of innovative, life-enhancing medical technologies. We focus our business on key surgical specialties, including Soft Tissue Repair, Surgical Fixation, Biomaterials and Orthopedic/Wound Management Irrigation. Our company has a strong tradition of developing our employees to learn, grow and excel. We are continually building our team with qualified, team oriented individuals to enhance the success of our company. The office is situated in a central location, surrounded by a scenic coastline with easy access to T.F. Green Airport, AMTRAK Train Stations and Route 95, a major highway connecting to Providence, Connecticut, Boston and New York City within a short amount of time.

Under the direction of the Senior Manager, Customer Operations, this position is responsible for the supervision of the Customer Service Representatives and the day to day operations of the Customer Service Department. This individual will be responsible for implementing process improvements within the department, expediting and coordinating workflow, ensuring all training requirements are met, providing coaching and mentoring to Customer Service Representatives and supervising activities to ensure a high level of service to BD's customers.

Collaborates with Customer Service Supervisor counterpart to ensure the Customer Service Department runs efficiently and effectively, meeting the needs of internal and external customers.

  • Direct supervision and accountable for leadership of Customer Service Representatives.

  • Responsible for evaluating job performance, providing coaching and mentoring, and preparation and delivery of performance assessments.

  • Manages Customer Service Representatives’ vacations, lunch periods, and breaks to ensure proper Department coverage.

  • Responsible for bringing issues with recommended solutions to Management’s attention.

  • Directs all daily activity and workflow within the department and coordinates all activity involving other departments, including Sales, Quality Assurance, Finance, Supply Chain and Marketing.

  • Documents all Company and Department policies and procedures and ensures Customer Service Representatives are trained and compliant. Recommends changes as needed.

  • Responsible for creating and maintaining Department training programs and training of new Customer Service Representatives.

  • Reviews and analyzes and utilizes Department performance reports to effectively manage Customer Service Representatives.

  • Provides Management with department performance reporting and improvement recommendations as needed.

  • Prepares and reviews sales analyses reports and indicates trends and concerns to Management.

  • Provides leadership, training and support for all Information Technology initiatives that impact the Department.

  • Approves all credits, manual invoices, priority orders, and stock transfers.

  • Responsible for any changes, updates, improvements and training on the Order Entry System.

  • With direction from Management, prioritizes and allocates product to customers in backorder situations and limited market releases.

  • Special projects as assigned.

• Proficient in Microsoft Office based systems, spreadsheet packages, database management and order entry software.

• Understanding of sales and marketing processes.

• Business acumen skills to effectively analyze data and trends.

• Ability to effectively motivate, train, coach, mentor and provide leadership to direct reports.

• Excellent oral and written communication skills.

• Excellent organizational and administrative skills.

• Detail orientated.

• Ability to generate highly accurate work.

• Ability to effectively multi-task.

• Self-motivated, independent and energetic.

• Ability to travel up to 10%.

  • Bachelor’s degree required.

  • Minimum of three years supervisory experience in a customer service environment.

  • Sitting/ desk job (40 hrs per week)

  • Lifting up to 30 lbs

Professional

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Industry Standard/Category: Medical Device

ID: 2018-11861

Career Level: experienced

Division Name: Davol Inc. Warwick, RI

Relocation Available?: No

External Company Name: C.R. Bard, Inc.

External Company URL: www.crbard.com

Street: 100 Crossings Boulevard

C. R. Bard, Inc. (NYSE: BCR) is a leading multinational developer, manufacturer and marketer of innovative, life-enhancing medical technologies in the fields of vascular, urology, oncology and surgical specialty products, employing over 13,000 people around the world. Founded in 1907, we pioneered many devices that are now the cornerstones of modern healthcare.

We expect the highest levels of quality, integrity, service, and innovation from our employees – on the job and in the communities in which we work and live. In return, we foster an environment where individuals are treated with fairness and respect, and feel valued, acknowledged and rewarded. Bard is a M/F, Disabled and Vet EEO/AA Employer.

Be Your Best at Bard – and ultimately, you can have an impact on the lives of people around the world.