Philips - Nashville, TN4.0

Full-timeEstimated: $51,000 - $73,000 a year
Job Title
Job Description
The challenge

The ASAP BPE Support is responsible for managing and driving the BPO team performance to reach the expected customer service levels. The BPE Support does this by supporting and driving the fastest resolution of customer exceptions with speed and accuracy. At the same time he/she also ensures the quality and performance of processes are designed to ensure success. In addition complex processes need to be understood and supported in the context of the global supply chain in order to drive operational improvements. With no two escalations being the same, every solution will be different and has to be designed based on the unique circumstances of each customer backorder.

Key areas of Responsibility

Customer Order Exceptions Management

Support and manage market critical customer escalations
Drive speedy resolution of complex backorders
Manage market expectations on expected resolution timelines
Work directly with BIUs, Outsourced partners and internal SPS functions for solution design
Ensure solid stakeholder management and communication across Markets, BIUs and internal SPS functions at all stages of exception handling
Manage other Exception Support Processes – DRP (Disaster Recovery Plan), Quality Hold Process and OBR Meetings.
Continuous Improvements

Lead, define and implement continuous improvement initiatives working with the Markets, BIUs, BPO, Service Parts Supply Chain and all other relevant stakeholders using Lean Methodology
Perform analysis of order exceptions including root cause identification to assess process performance
Analyze any negative deviation and recommend appropriate action to ensure process standards are maintained
Represent ASAP in cross functional/cross organizational improvement projects
Ability to influence solution design keeping ASAP perspective in the forefront to ensure highest level of customer satisfaction
BPO Control Tower Monitoring

Manage and monitor the overall performance of the Outsourced partners
Ensure overall KPIs are met for exception handling
Support the BPO team in speedy resolution of complex problems and exceptions
Act as a liaison towards markets and BIUs
Monitor the application of Standard Work and process adherence by the outsourced partners, identify any deviation and take appropriate steps as corrective action through Incident Management system, among others
Coach and develop the maturity of the BPO team through continuous education of process and standards
Key Performance Indicators

Standard back orders
Critical back orders
Back order resolution time
BPO Incidents
Continuous Improvement
Job Knowledge, Skills & Experience Requirements

Bachelor in Business administration, Customer Services and/or Supply Chain Management required.
A minimum of 5 years of experience in a similar role in Customer Service, Healthcare and/or Order Management.
A minimum of 2 years' experience in leading small to mid-size continuous improvement initiatives
Preference for experience in dealing directly with customers, orders and hot escalations in an Order Desk environment
Proven track record of strong customer focus with ability to work under high pressure and multi task in a fast paced environment
Deadline driven with demonstrated ability to plan and organize effectively
Self-driven with strong work ethics and no nine to five mentality
High stress tolerance level with a "customer first" work ethos
Demonstrated commitment to going the extra mile to meet the needs of a customer
Proven global skills with experience in working with virtual teams; experience in cross-cultural environment (teams, management, projects)
Strong communication skills in English, both written and verbal
Experience in continuous improvement and applying LEAN methodologies is needed
Ability to initiate and drive changes in processes, performance and people (culture)

Solid knowledge and experience in SAP is a must. Any additional experience with ERP systems is welcome
Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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