Oct 6, 2022
The Business Operations Support EMEA individual will play a significant role in the Industrial Microbiology business team, where they will be in charge of specific countries in the EMEA region. They will improve customer centricity and deliver high-quality support to our customers. This opportunity has the chance to be 100% home based.
Main responsibilities
Customer Centricity: Service Level Optimization:
In collaboration with the Support functions and the sales team:
Provide best in class information pro-actively to our VIP customers in the defined EMEA countries
Responsible for rootcausing the recurrent problems encountered by the customers
Responsible to ensure the right master data at customer level to ease the order allocation process
Provide weekly BO allocation follow up with the local support team
Provide weekly BO file communication with the Sales team
Coordinate with all internal stakeholders to ensure smooth communication around the customer experience
Responsible for the accounts release from Credit hold
Daily support to the customers to answer their back-office requests
Responsible for rootcausing the recurrent problems encountered by the customers
Pricing Support
Support the Commercial team with anything related to pricing process management
Map the pricing process locally for the defined countries
Coordinate the communication of the quotation to the customers in timely manner
Issue escalation linked to systems (Mercury / LOTS) liaising with Pricing COE and Pricing & Tender in the countries
Price renewal support – reports creation, admin support
National List Price management (From creation to the final stage of uploading the list in all systems)
Distributors List Prices
Represent the Industry team during the COE Pricing calls with the countries
Price increase analysis to support the Pricing Strategy discussions
New codes pricing creation
Data management / Reporting
Ensure the Data quality
Product discontinuation communication: help the sales team to review open orders/ alternative and provide the sales data
Customer data compliance in LOTS: this is to ensure a smooth switch to SAP with Athena 2
Liaise with the Supply chain to ensure smooth discontinuation of products in terms of stock situation vs open orders
Provide master info to customers according to their needs
Reporting tools
Daily / weekly / monthly reports creation to be provided to the Leadership team and to the sales team
Support the business with training on tools and standard reports provided to the team
Required skills
- Strong customer mindset, we expect the candidate to have
- You have strong analytical skills and a solid capacity to enhance the quality of databases.
- You are able to challenge status quo, propose improvements and drive process changes.
- Team spirit, adaptability and excellent interpersonal skills are also part of your key assets.
- You are dynamic, an active listener and a source of proposals.
- Proficiency in IT tools such as SI tools (Qlik Sense, Power BI, SFDC, LOTS) and Excel and fluent English are required for this job.
Analytical dexterity, agility in handling data, information systems and reporting and Business Intelligence tools
Strong Business Acumen skills are required.
Attracted by commercial activities with strong sense of customer centricity
Process and continuous improvement oriented
Learning agility
Capable of listening to proposed solutions which address needs
Team spirit and excellent interpersonal skills
Understanding matrix organizations
English is mandatory
Excel and QlikSense / PowerBI proficiency/SAP/BD BEN4 required
Familiarity with CRM SalesForce
BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 75,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.