Join our Talent Network
Skip to main content

Business Process Owner - Customer Service

Location: Durham, United States
Position Type: Unfixed Term
Job Function: Customer Service

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions that detect disease and contamination to improve patient health and ensure consumer safety. In North America we have more than 5,000 team members across 12 sites or subsidiaries, including Salt Lake City based BioFire Diagnostics. We believe in the power of diagnostics and bioMérieux sponsors public health initiatives and partnerships to address antimicrobial resistance, sepsis awareness, food safety, and consumer health across the globe. Come be a part of our mission to help save lives.

 

The Business Operations Owner is responsible for Salesforce and ERP system workflows within the US Customer Support Organization. To ensure end to end processes are implemented and continuous improvement driven.

 

 

•    Main Accountabilities:
As a BPO you will specialize and maintain active interactions in one of three areas:

 

1.    Field and Optimization Workflows
•    Lead and drive all Field and Optimization business improvements in these areas by partnering with business and IT stakeholders 
•    Effectively manage multiple, complex projects, communicate architectures, frameworks and stories that tie them together to the Sr. Leadership team
•    Actively working with the other BPOs to ensure business strategies and work priorities are maintained
•    Train/coach end-users with regard to the Field business solutions and partner with management on change activities
•    Develop Field strategies to improve efficiencies, reduce costs and to improve resource utilization
•    Lead all CRM Validations and maintain active communications with IT on issues and enhancements required.

Key Field Service Knowledge Required
•    Detailed knowledge of all Field teams (FAS/FIT/FSE) functions and workflows with full understanding of impacts of changes up/down stream
•    Extensive knowledge of the Optimization Engine capabilities and how this impacts business processes and work scheduling

 

2.    SAP Workflows and Interface with CRM
•    Lead and drive all SAP and Interface business improvements in these areas by partnering with business and IT stakeholders 
•    Effectively manage multiple, complex projects, communicate architectures, frameworks and stories that tie them together to the Sr. Leadership team
•    Actively working with the other BPOs to ensure business strategies and work priorities are maintained
•    Train/coach end-users with regard to the SAP business solutions and partner with management on change activities
•    Develop SAP strategies to improve efficiencies, reduce costs and to improve resource utilization
•    Lead all CRM Validations and maintain active communications with IT on issues and enhancements required.

Key SAP Knowledge Required
•    Detailed knowledge of all business teams workflows within SAP with full understanding of impacts of changes up/down stream
•    Detailed knowledge of SAP business teams data entry points (Includes Spare Parts, Entitlements, Install base) 

 

3.    CSR Workflow and Reporting
•    Lead and drive all CSR and Reporting business improvements in these areas by partnering with business and IT stakeholders 
•    Effectively manage multiple, complex projects, communicate architectures, frameworks and stories that tie them together to the Sr. Leadership team
•    Actively working with the other BPOs to ensure business strategies and work priorities are maintained
•    Train/coach end-users with regard to the CSR business solutions and partner with management on change activities
•    Develop CSR strategies to improve efficiencies, reduce costs and to improve resource utilization
•    Lead all CRM Validations and maintain active communications with IT on issues and enhancements required.

Key Call Center Knowledge Required
•    Detailed knowledge of all CSR business teams functions and workflows with full understanding of impacts of changes up/down stream
•    Extensive knowledge in building CRM Reports/Dashboards and understating the data relationships to the needs requested


Additional Areas:

o    Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
o    Self-starter with a strong ability to use initiative and work autonomously or as part of a team on multiple efforts.
o    Ability to balance multiple priorities in a fast paced environment while delivering projects in expected timelines

 

Qualifications:

-    Minimum of an Associate’s Degree, Bachelor’s Degree preferred.  Equivalent related experience accepted.
-    Minimum three years’ experience in a business environment involving data mining, reporting, and problem solving
-    Minimum three years’ experience functioning with a technical customer service and field service type environments
-    Minimum three years working with SAP and/or Salesforce Service Cloud and Service Lighting for a business implementation/support perspective

 


Skills:

-    Demonstrate working knowledge of SalesForce (CRM) and/or SAP 
-    Ability to prioritize and multi-task, managing multiple priorities simultaneously
-    Excellent interpersonal skills to work interdepartmentally and cross functionally for success
-    Excellent written and oral communication skills
-    Demonstrate  expert knowledge of Microsoft Office products (Word, PowerPoint, Excel)
 

 

 

Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture. Our Group offers numerous possibilities: so come and join the 13,000 bioMérieux team members who already identify with these values!

 

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.

 

#bmx1974

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

Share: share to e-mail

Similar Jobs

Clinical Application Specialist I/II

Durham, NC, United States
Customer Service

Service Solutions Sales Representative

Durham, United States
Customer Service

Business Process Owner - Customer Service

Durham, United States
Customer Service

Integration Specialist 1

Durham, United States
Customer Service

Field Application Specialist - Louisiana

Durham, United States
Customer Service

Regional CS Specialist

Durham, United States
Customer Service

Associate Customer Account Specialist

Durham, United States
Customer Service

Associate Customer Account Specialist

Durham, United States
Customer Service

Associate Application Specialist (Microbiology/Molecular)

Durham, United States
Customer Service