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. 

Role Summary:

The Strategic Account Operations team (SAO) is responsible for delivering 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 associate works closely with teammates to proactively provide end-to-end account management. The Sr. Specialist 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.

Responsibilities:

• Serve as a member of the SAO team providing white-glove customer service to strategic partners through primary phone and email support, while working collaboratively in a hybrid environment to ensure top-tier service delivery.

• Process and review customer orders received through multiple channels (phone, email, EDI) for completeness and accuracy, ensuring all customer requirements are met with precision and timeliness.

• Generate necessary reports and dashboards for customers, participate in or lead cadence calls with customers and internal stakeholders, and provide comprehensive performance metrics to support customer requests.

• Support customer education on new technologies, facilitate transitions to self-service options, and provide effective issue resolution to maintain excellent customer relationships and satisfaction.

• Identify areas for process improvement, pursue personal skill development, and ensure strict adherence to BD guidelines, protocols, and policies while maintaining compliance standards.

Minimum Requirements:

• Strong interpersonal skills

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

• Ability to work with and maintain confidential information

• Ability to resolve potentially stressful customer interactions

• Excellent organizational skills

• Excellent data entry, proofreading, and typing skills

Preferred Requirements:

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

• JDE, SAP or similar ERP experience desirable

• Demonstrated excellence in the continuous handling of meticulous detail

• Clear communication skills (written and verbal)

• Skilled in solving basic math equations

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

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 pu