Senior Customer Service and Tender Manager
Becton Dickinson (BD)
Europe, Poland
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Salary
Rank
Senior Manager
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
100% in office
Functions
Customer Service
Finance
IT
Legal
Reports to
Level
N-2
Travel Max:
0%
Posting Date
05-17-2025
Description
Are you an enthusiastic and inspiring leader, ready to implement and continuously drive change management processes? Are you committed to delivering excellent customer service for our customers and partners by directly and indirectly leading operational teams?
Become our Customer Service Manager!
Key Responsibilities
- Lead the Customer Service and Tender & Pricing Organization, ensuring the effectiveness and efficiency of the overall Quote to Cash (QTC) operations for CEE.
- Strategically manage teams of up to 45 associates across two sites, working to improve customer relationships.
- LeadCollaborate closely with local teams to support the integration and transformation of the customer service & care organization into QTC Global Business Services (GBS) and collaborate closely with local teams to, minimizing minimize business and customer disruption.
- Partner with GBS Process Excellence & Continuous Improvement and other support functions such as IT and Commercial to develop and implement new coordinated solutions that align with the company’s strategic vision.
- Engage with business stakeholders to translate business needs into practical customer service solutions in line with our strategy.
- Ensure price setting & tender management policies are consistent with defined procedures, business decisions, and quality controls.
- Maintain compliance with regulatory requirements impacting Quote to Cash and Customer Care functions.
- Guarantee high operational efficiency while reducing and containing operational costs.
- Achieve and exceed KPIs related to customer and partner satisfaction, efficiency, employee engagement, recruiting, attrition, and budget spend.
- Develop and implement people development plans, including training, compensation, and performance assessment.
- Drive mindset changes towards a collaborative partnership with our businesses and customers.
- Utilize project management skills to lead and deliver all transition & transformation projects for CEE using recognized best practice PM methodologies.
- Prepare tender bids according to applicable processes and tender law provisions.
- Participate in the appeal process, preparing appropriate documentation.
- Ensure accurate use of the power of attorney, recording each use, and archiving the checklist. Ensure accurate circulation and archiving of tender contracts.
Qualification & Requirements
- Proven working experience as a customer service & tender lead in a medical device multinational company.
- Experience in leading and managing multifunctional teams (customer service, tender, logistics).
- Proven success in driving and leading significant change initiatives, showcasing strong people and change leadership skills.
- Demonstrated successful knowledge of project management skills, tools, and techniques (Lean or Six Sigma certification is a benefit).
- High expertise and in-depth solid understanding of customer service operations E2E and coordinated supply chain within a matrix organization, including experience with shared services and external service providers.
- Proficiency in SAP ERP, SFDC CRM, and other quote-to-contract tools.
- Knowledge of serving processes for distributors (EU and non-EU).
- Relevant financial knowledge (TAX, revenue recognition) for customer service compliance.
- Knowledge of the appeal process and participation in preparing appropriate documentation.
- Excellent communication skills, both written and verbal, in English and Polish (additional languages are helpful).
- A demonstrated tendency to challenge the status quo, drive constant improvement in processes, and achieve organizational goals and objectives.
- A Team-oriented and result-driven mindset.
Benefits
- A variety of employer-provided and additional life insurance options
- Short- and long-term disability options
- Flexible spending accounts
- A 401(k) plan
- 529 college savings plan
- Financial counseling program
- Pre-tax account for commuting expenses
- Adoption assistance
- Tuition assistance
- A discount plan for legal services
- Six weeks paid parental leave following the birth, adoption or foster placement of a child
- Back-up daycare up to 10 days per dependent per calendar year
- A flexible work arrangements policy
Company Profile
Becton Dickinson (BD)
Industry
Medical Equipment Manufacturing
Revenue
$19.37B
Employees
73,000
Fortune 500 Rank
#211
Global 500 Rank
NA
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