Job Description Summary

As Customer Service Specialist II, you will provide exceptional levels of customer care that meet or exceed all internal sales support and external customer expectations through effective use of contact handling skills and techniques. Position currently requires 2 days on-site in the Tempe, AZ office or another BD sales support site.

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. 

Our vision for U.S. Customer Care at BD

Customer Care provides customers, distributors, and field sales support focused on a seamless and simplified customer experience in the areas of product order status and inquiries, and order processing and claims.

Key responsibilities will include:

• Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.

• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods. Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entry in ERP system.

• Process requests for credit, rebill and returns as needed.

• Work with Supply Chain to support timely delivery and other company KPI’s. Meet or exceed established order accuracy and turn-around standards.

• Handle all customer contacts in a professional and courteous manner.

• Align with all company, departmental, and applicable Quality System work instructions, procedures, and policies.

• Manage short supply situations, back-orders and manual allocations.

• Input and coordinate orders for exception products requiring special handling. Compose accurate, prompt, and appropriate replies to all customer contacts.

• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.

• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.

• Support promotional sales campaigns and product launches.

• Resolve service complaints to the satisfaction of the customer within established company guidelines.

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

• Provide support to other team members as needed.

• Identify continuous improvement opportunities and provide feedback for knowledge database updates.

• Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.

About you:

To be successful in this role, you require:

• Minimum of a High School Diploma or GED.

• Minimum 2 years of business related experience in a customer contact or call center.

• Experience managing supplies and equipment.

• Proficiency in Microsoft Office.

• Experience with contact center software / phone systems.

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

• Preferred: medical device or health care company experience.

• Excellent customer service skills

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

• Excellent organizational skills; attention to detail.

Must be able to work shifts ranging from  7:30am - 4:30pm MST Time

• 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.

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 J