Job Description Summary

The principal purpose of this position is to satisfy the customer in consistently meeting or exceeding customer service expectations. To build a strong relationship with the customer and maintain a level of customer service excellence that differentiates BD in the market place.
Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques. Subject Matter Expert in products, process and policies. Responsible for meeting business objectives and targets as defined for this position.

Job Description

Single point of contact for the customer:

• Act as primary contact for Key customers and coordinate activity/responses with internal stakeholders. 
  • Supply Chain (Supply Chain Mgrs, Distribution, Transportation)
  • Planning
  • Marketing
• Establishing direct contact with internal stakeholders Customers as required.
• Monitor progress, response time to issues, opportunities, and escalate if needed.
• Act as VOC (Voice of Customer) to internal stakeholders and the Business.
• Sample Program Coordinator – work with 3rd party provider

Continuity of Supply

• Process and monitor all orders.
• Central point person for implementation of allocation strategy – works with business planners to manage stock in short supply.
• Problem solve with internal stakeholders to meet customer delivery expectations.
• Provide internal stakeholders and the customer data reports and information on product status and availability.
• Work closely with Planning to provide accurate product availability and allocation
• Assist internal stakeholders in improvement efforts and escalate as required.

Customer Relationship Development

• Work with SCM to identify key customer contacts & relationship building strategy.
• Establish a cadence of communication with the key customers
• Visit customers on a quarterly basis.
• Attend meetings with customers as required.

Continuous Improvement

• Assist in the establishment of best practices
• Identify opportunities and participate in process improvement efforts.

Specific Items

• Proactive Order Management – Receipt thru delivery
• Backorder Management
• Regular communications schedule with customers
• Service Complaints –  Investigate and perform root cause analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines
• Compose accurate, prompt and appropriate replies to all customer contacts
• Work with business functions to ensure satisfaction, service and sales goals are met.
• Assist in development, testing and piloting of new process and procedures.
• Support promotional sales campaigns, product launches, cross sell or upselling activities.
• Represent COM department within Supply Chain and supported Business Segments on cross function teams and activities.
• Participate in other projects as required

Required

• Comfortable interacting with many levels of management.
• Proven excellent proficiency in contact handling skills.
• Proficient in Word, Excel, and PowerPoint
• Continous and versatile learner
• Proven analytical ability
• Sense of urgency
• Self motivated
• Learning Agility

Preferred

• Strong knowledge of the BD supply chain
• Understands BD processes, decision making, role and responsibilities
• Proven leadership skills

Required

• 2 + Years SAP and BW/BI Experience
• Good knowledge of supply chain practice in a manufacturing environment.
• Able to influence without authority
• Customer Centric
• Excellent oral,written and presentation skills
• Strong team orientation
• Excellent interpersonal skills and service orientation.
• Strong time management skills and the ability to multi-task.
• 2 + years prior experience in a contact center with a proven track record of meeting or exceeding performance targets.
• Comfortable interacting with many levels of management.
• Proven excellent proficiency in contact handling skills.
• Proficient in Word, Excel, and PowerPoint
• Continous and versatile learner
• Proven analytical ability
• Sense of urgency
• Self motivated
• Learning Agility

Preferred

• Strong knowledge of the BD supply chain
• Understands BD processes, decision making, role and responsibilities
• Proven leadership skills

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift