Customer Support Manager

Job Description Summary

**Job Description**:
We are the makers of possible

BD is one of the largest global medical technology companies in the world.
_Advancing the world of health_ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

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, fully support and provide solutions that add value to our 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.

**Responsibilities**:
- 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.- 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, eg EDI, E-commerce and specific service reporting. Co-ordinate and lead internal staff to execute the activities that deliver the desired outcome.- 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- Healthcare industry and Supply Chain experience highly desirable- 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.- Relevant tertiary business qualifications

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.

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Primary Work Location

AUS Sydney - North Ryde

Additional Locations

Work Shift