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 and appropriate replies to all customer contacts across multiple channels (phone, chat, fax, email), ensuring professional and courteous interactions while maintaining detailed records in appropriate databases in compliance with company and regulatory policies.

• Reviews orders for accuracy and completeness, enters data into ERP systems, handles special orders (government, donations), supports shipping schedules, and works with business planners to manage stock shortages while meeting established accuracy standards and turnaround times.

• Investigates service complaints, credit requests, and return authorizations while ensuring potentially serious incidents are escalated appropriately, coordinating with internal departments (Contracts, Sales, Operations, Supply Chain) to support customer requests and find timely resolutions.

• Handles all complaints according to FDA/ISO/cMDR and other medical device regulations including HIPAA requirements, maintains subject matter expertise in products, processes, and policies, and ensures proper documentation of all customer interactions.

• Serves as a mentor for new hires, assists less experienced specialists with complex inquiries, participates in process improvement efforts, provides feedback for department reference materials, and supports cross-functional teams, marketing promotions, and product launches.

Requirement Qualifications:

• Highschool Diploma

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

• 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.

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

Preferred Qualifications:

• 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 

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

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.

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