Job Description Summary

​The Strategic Account Operations team is responsible for delivering an exceptional experience to our strategic partners by being a proactive solutions-oriented partner. As Sr Customer Care Specialist you will work closely with teammates to proactively provide end-to-end account management. Associates must be able to work in our Covington, GA or Franklin Lakes, NJ office Monday through Thursday and work from home on Friday.

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..

Company Overview

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. BD leads in patient and health care worker safety and the technologies that enable medical research and clinical laboratories. The company provides innovative solutions that help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, and equip surgical and interventional procedures. BD partners with organizations around the world to address some of the most challenging global health issues.

BD has more than 63,000 associates across fifty countries who work in close collaboration with customers and partners to help enhance outcomes, lower health care delivery costs, increase efficiency, improve healthcare safety, and expand access to health. For more information on BD, please visit http://www.bd.com.

Responsibilities:

• Member of SAO, providing white glove customer service support to top strategic partners

• Work collaboratively as a team in a hybrid environment.

• Provide primary phone and email support.

• Process customer orders received via phone, email, and EDI.

• Provides necessary reporting and dashboards to customers to support requests and show overall performance.

• Review orders received for accuracy and completeness.

• Supports customer education in new technology and transitioning to self-service avenues.

• Issue resolution

• Participating in or leads cadence calls with customers and internal stakeholders as required.

• Identify areas for continuous improvement.

• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

• Adheres to and ensures compliance with BD guidelines, protocols, and policies.

• Other duties may be assigned as required.

Qualifications:

• Some college preferred. 3+ years of Customer Service experience or work in the medical field

• Strong interpersonal skills

• Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, Teams, and Outlook

• Ability to multitask using dual monitors, while working in multiple systems

• Clear communication skills (written and verbal)

• Ability to work with and maintain confidential information.

• Ability to resolve potentially stressful customer interactions.

• Excellent organizational skills

• JDE, SAP or similar ERP experience desirable

• Demonstrated excellence in the continuous handling of meticulous detail.

• Excellent data entry, proofreading, and typing skills.

• Skilled in solving basic math equations.

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