Customer Success Specialist

2 weeks ago

Mississauga, Canada BD Full time

**Job Description Summary**: As the Customer Success Specialist, you will be required to listen and analyze commercial and customer feedback and use this valuable information to address concerns, to proactively get ahead of problems and to drive continuous improvement. This is a dynamic role that is focused on operational health and managing connections between and within functions to drive a better customer experience. You will be a primary point of contact for sales and marketing escalations, and you will respond to inquiries related to product availability, supply and allocation, order status, claims and other elements that contribute to the customer journey. You will be expected to provide a concierge level of customer and sales support in an efficient and courteous manner while fostering a team environment.

**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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

**Responsibilities**:

- Partner with business leads to triage and support critical escalations and service inquiries
- Coordinate supply and logistics challenges to address commercial concerns both locally and globally
- Advocate for customer needs across functions, regions and within the business
- Support non-standard allocation requests to meet business needs (ex. allocation re-prioritization and execution)
- Provide white glove service to support critical commercial accounts (shipment tracking, air/expedited shipment coordination, claims, inquiry escalations), as required
- Manage relations and handoff across functions and regions to drive resolution to commercial and operational challenges
- Effectively communicate to key stakeholders to ensure transparency and visibility on issue resolution and/or opportunity status
- Partner with local functional teams to understand root cause of issues and to drive resolution (supply chain, customer service, claims, transportation, distribution, distributor relations, quality etc.)
- Escalate concerns with next level management to drive action and assist in identifying efficiency and customer experience improvements
- Track and monitor new issues, resolution status, root cause and improvement opportunities
- Prioritize and action quick wins with the business based on trends identified (pain points, challenges, process standardization and training opportunities)
- Build proposals for short-term and long-term opportunity improvements in tools, process, and cross functional projects
- Identify and monitor operational health (including metrics) that can assist in driving proactive action across functional areas
- Facilitate regular cadences to ensure transparency and a continuous improvement mindset with the Core Team and Steering Committee
- Provide coverage for other team members supporting the customer experience, as required.

**Requirements**:

- Strong teamwork with excellent interpersonal, written, and verbal communication skills.
- Strong business acumen and passion towards excellent customer experience both internally and externally.
- Works well in a fast paced, dynamic, and cross functional environment
- Demonstrated problem-solving, critical thinking, analytical skills, and prioritization skills.
- Excellent process and results oriented leadership skills with a passion for continuous improvement.
- Strong organizational skills, includes attention to detail and time management to balance multiple priorities with short timelines.

**Education and experience**:

- University or college degree preferred
- 2-5 years Sales Support and/or Customer Service experience preferred
- Strong proficiency with Microsoft Office tools (Outlook, Excel, PowerPoint)
- Experience with ERP systems (JD Edwards and SAP preferred)
- Bilingual, French and English (read, write, speak) (an asset)
- Experience with Salesforce (or other CRM software) (an asset)

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

**Why Join Us?**

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help

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