Job Description Summary

Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques. Subject Matter expert in product, processes and policies. Primary contact for Key Focus accounts and/or business, Sales Force, Product End Users. Responsible for meeting business objectives and targets as defined for this position, supporting and building relationships with Business Unit(s), effectively communicating, driving process improvements and guiding processes to meet customer expectations.

Job Description

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:

• Composes accurate, prompt and appropriate replies to all internal and external customer contacts. 

• Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system. 

• Enters all contact information into appropriate database(s) in compliance with company and outside regulatory policies. 

• Ensures that all potentially serious incidents are raised to the appropriate levels of managements.

• Researches information needed to answer questions and respond appropriately. 

• Identifies and coordinates resolution of issues that may negatively impact customer satisfaction. 

• Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner. 

• Provides proactive support of Key/Focus accounts and Sales Force.

• Assists less experienced Customer Care Specialists handle unusual or complex inquiries including escalations ensuring customer retention and loyalty.

• Serves as a mentor for new hires 

• Investigates requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMA’s, credit and debit memo’s. Work with business functions to ensure satisfaction, service and sales goals are met. 

• Effectively manages communications with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions. 

• Assists in the development, testing and piloting of new process and procedures. 

• Supports promotional sales campaigns, product launches and cross selling or upselling activities. 

• Takes overflow calls from other BD customer contact sites for business continuity.

• Special Order Handling, including all government, donation orders and others as required. Support shipping schedules to ensure on time delivery. 

• Meet and exceed established order accuracy standards and turn around times. Handle inbound customer contacts regarding order inquiries, order placement and general product questions. 

• Works with business planners to manage stock in short supply. 

• Supports Marketing promotions and product launches.

• Identifies and participate in process improvement efforts.

• Represents the department within Supply Chain and supported Business

• Participates in cross functional teams and activities. 

• Participates in other projects and designated meetings as required. 

• Provides customer feedback to stakeholders.

• Investigates and performs analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines. 

• Handles all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations. 

• Maintains subject matter expertise in products, processes and policies.

• Participates in coaching, mentoring and training activities. 

• Provides feedback for revisions to department reference material.

• May perform other duties as required.

Requirements

Knowledge    

• Strong analytical and computer skills (particularly spreadsheet and reporting programs). 

• Knowledge of Supply Chain Management and previous experience leading or participation in cross-functional projects.

• Proven ability to analyze data and use critical thinking skills to think outside the box.

• Knowledge of Customer Support software included phone system, ERP and workforce management.

Skills  

• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Written Communication, Critical Thinking Skills, Relationship Building, People Skills, Interpersonal Savvy (Team Orientation), Problem Solving.

• Demonstrated ability to work effectively under pressure when needed in a deadline-oriented environment.

• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.

• Strong computer skills 

• Strong team orientation. 

• Excellent interpersonal skills and service orientation.

• Excellent oral and written communication skills; attention to detail paramount.

• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.

• Continuous and versatile learner.

Education/Degree  

• High School Diploma or GED

• Preferred: Associate’s /Bachelor’s Degree (business or related studies)

Experience

• 2+ years business related experience in a customer contact center

• 1+ year(s) experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams)

• 1+ year(s) experience with multiple channels of communication: phone, email, chat.

• Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).

• Preferred: Experience in a medical device or health care company.

Other

• Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate.

• Must be able to work shifts ranging from 7:00am – 7:00pm EST/EDT

Physical Requirements  

This individual will work in an office environment with moderate noise. While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment. The employee frequently is required to talk and hear.  The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time. This individual will work in an office environment with moderate noise.  Infrequent lifting of over 25 lbs. will be required.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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 each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. 

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Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift