Job Description Summary

The Customer Service Operations Leader is leading the Customer Care and Tender & Pricing Team in France and is responsible to develop and implement strategies to enhance the overall customer experience and drive employee and customer satisfaction and loyalty.

Job Description

The Customer Service Operations Leader is leading the Customer Care and Tender & Pricing Team in France and is responsible to develop and implement strategies to enhance the overall customer experience and drive employee and customer satisfaction and loyalty.

The core responsibilities include managing the Customer Care and Tender & Pricing operations, driving operational excellence and continuous improvement of the Quote to Cash (QTC) processes to enhance Customer Experience.

The incumbent will provide leadership necessary to build a Strong Customer Service Team in France, achieve high engagement and ultimate success in driving employee and customer satisfaction.

Fostering a high morale, high performance environment focused on continuous improvement, she/he will partner with the Commercial and Leadership team in France to achieve aspirational growth, develop & implement strategic plans towards the strategic imperatives in France. In close collaboration with the European CS team, she/he will be leading the digital transformation of the customer service organization towards our CS Vision.

The Customer Service Leader will report to the Director Customer Service Operations Europe and be aligned with the French Country General Manager’s Organization. The incumbent is member of the Customer Service European Leadership Team and the French Leadership Team.

In alignment with The BD Way, the Leader will translate the long-term vision into tactical & operational plans, be a team player, a strong collaborator, committed to high quality & high performance and she/he will operate across the BD Matrix and in the spirit of One-BD.

MAIN RESPONSIBILITIES AND DUTIES

Customer Service Operations Management

• Lead the Customer Care and Tender & Pricing operations in France.

• Work collaboratively with the BD businesses in France to improve E2E contract life cycle management and contracting operations.

• Support and develop strategic plans aligned to our CS Europe vision & Country vision to improve Customer Experience and to achieve aspirational growth. Drive strategic initiatives to adapt processes & organization to the changing environment and evolution of the Market in France

• Accountable for implementing new systems and digitalization opportunities as defined by the European & Global initiatives (Customer Portal, …).

• Finalize the integration of the BDI Customer Service Organization and implement a future fit organizational structure and key capabilities required to achieve business objectives and ensure employee satisfaction.

• Assess the competencies that are required to meet strategic objectives, and the capability of the organization to maximize business opportunities. Identify opportunities to fill competency gaps through talent acquisition and talent development.

• Drive Operational excellence of the integrated QTC operations for the French market. Proactively identify & implement innovative solution to meet customer needs and strengthen value proposition for strategic accounts.

• Develop & adapt standard procedures and processes to better serve customers in alignment with business needs & requirements.

• Ensure high operational efficiency while reducing and containing operational cost.

• Achieve and exceed KPIs related to speed and quality of service, operational excellence, employee engagement, attrition and budget spend.

• Partner with logistics & transportation teams and coordinate with end customers and commercial teams to improve the service to our customers and maximizing revenue.

• Ensure compliance with regulatory requirements impacting QTC and the customer care function.

• Identify & resolve problems that affect the service, quality, efficiency and productivity of the customer service operations.

People management

• Accountable for servant leadership of direct reports including ongoing direction, removing obstacles coaching, and career development. Actively coach people managers to build effective team dynamics by using the right tools and techniques.

• Inspire, motivate and guide people managers & associates through change, integration and digitalization.

• Manage recruiting, training, and performance management of customer service associates.

• Develop and implement people development plans including training, compensation, performance assessment.

• Ensure required competencies & skills are consistent with the future operational needs and CS Vision

KSA REQUIREMENTS (Knowledge, Skills, and Abilities)

• Experience as Customer Service, Tender & Pricing or Integrated Supply Chain Lead in a multi-national company

• Proven ability to influence and drive change through strong leadership, communication and change management skills.

• Demonstrated tendency to challenge the status quo, drive constant improvement in processes, and ability to achieve organizational goals & objectives.

• Solid & proven experience in Operational Excellence (process management, value stream mapping and continuous improvement).

• Excellent communication and interpersonal skills to work effectively across organizational boundaries and with customers, good listener who is able to translate input into actionable information, strong team player with high focus on people development and growing talent.

• Servant leadership skills.

• Excellent performance management and problem-solving skills.

• Creative and innovative thinking.

• Experience in Medical Technology or Healthcare Industry is preferred.

• Excellent English communication skills, both written and verbal.

• Team worker orientation and result driven.

Primary Work Location

FRA Grenoble

Additional Locations

Work Shift

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.