Job Description Summary

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. 

U.S. Customer Care Overview: 

The U.S. Customer Care team strives to deliver exceptional experiences to our customers at each touchpoint. With the goal to make it effortless for our customers to do business with BD, Customer Care in the U.S. Region is undergoing a significant transformation that will enable a culture of continuous customer focus and service improvement. The Customer Care team is responsible for addressing the majority of customer inquiries that BD receives in the U.S. supporting $9 billion in capital and consumable revenue across 9 business units. This includes customer questions about placing orders, order status, product questions and product complaints. The team operates several contact centers across the U.S., including San Antonio - TX, Covington -GA, Rhode Island, Tempe - AZ, Sparks - MD, Salt Lake City - UT, Vernon Hills - IL and Franklin Lakes - NJ. The Customer Care teams directly engage with direct customers, strategic partners, and sales teams.  

Role Summary: 

The Strategic Accounts Team (SAT) is responsible for delivering an exceptional experience to our strategic partners by being a proactive solutions-oriented partner. Our smaller teams of dedicated and knowledgeable individuals work closely with customers to provide a white glove service. 

The Strategic Accounts Specialist works closely with teammates to proactively provide end-to-end account management. The associate works with all DCs to ensure orders are delivered as requested and in a timely manner to ensure high service levels are achieved. The associate strives to manage all incoming calls to minimize the number of transfers. Call types include change order, general inquiry, order status, and product availability. The Sr Strategic Accounts Specialist develops and provides order-related reports to strategic accounts.  

Essential Responsibilities: 

• Member of the Strategic Accounts Team (SAT), providing white glove customer service support to strategic partners, collaborating with team in a virtual and on-site environment. Proactively manages Top Strategic Accounts from receipt through delivery. 

• Meets and exceeds established order accuracy standards and turnaround times. 

• Resolves requests for customer data and/or reporting not readily available. 

• Develops, prepares, and communicates order data reporting to customers to support requests and show overall performance. 

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

• Provides primary phone and email support. 

• Processes or manages orders for our top strategic partners received via phone, email, and EDI. 

• Manages and supports focused key account, product lines, and customer relationships 

• Work with Allocations, Planning and the DCs to ensure order/demand prioritization, secure constrained product and ensure critical product flow. 

• Responsible for customer retention and driving efficiencies in customer ordering and inquiry process. 

• Supports customer education on new technology and transitioning to self-service avenue