BD (Becton, Dickinson and Company) Jobs

Job Information

BD (Becton, Dickinson and Company) Customer Care Representative III in Covington, Georgia

Job Description SummaryProvide 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

Responsibilities:

50%

  • Composes accurate, prompt and appropriate replies to all internal and external customer contacts.

  • Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.

  • Enters all contact information into appropriate database(s) in compliance with company and outside regulatory policies.

  • Ensures that all potentially serious incidents are raised to the appropriate levels of managements.

15%

  • Researches information needed to answer questions and respond appropriately.

  • Identifies and coordinates resolution of issues that may negatively impact customer satisfaction.

  • Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner.

  • Provides proactive support of Key/Focus accounts and Sales Force.

  • Assists less experienced Customer Care Specialists handle unusual or complex inquiries including escalations ensuring customer retention and loyalty.

  • Serves as a mentor for new hires

15%

  • Investigates requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMA’s, credit and debit memo’s. Work with business functions to ensure satisfaction, service and sales goals are met.

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

  • Serves as a voice for the customer.

10%

  • Assists in the development, testing and piloting of new process and procedures.

  • Supports promotional sales campaigns, product launches and cross selling or upselling activities.

  • Takes overflow calls from other BD customer contact sites for business continuity.

10%

  • Special Order Handling, including all government, donation orders and others as required. Support shipping schedules to ensure on time delivery.

  • Meet and exceed established order accuracy standards and turn around times. Handle inbound customer contacts regarding order inquiries, order placement and general product questions.

  • Works with business planners to manage stock in short supply.

  • Supports Marketing promotions and product launches.

10%

  • Identifies and participate in process improvement efforts.

  • Represents the department within Supply Chain and supported Business

  • Participates in cross functional teams and activities.

  • Participates in other projects and designated meetings as required.

  • Provides customer feedback to stakeholders.

10%

  • Investigates and performs analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.

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

  • Maintains subject matter expertise in products, processes and policies.

  • Participates in coaching, mentoring and training activities.

  • Provides feedback for revisions to department reference material.

Requirements

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

  • 1+ year(s) experience with multiple channels of communication: phone, email, chat

  • High School Diploma or GED

  • 1+ year(s) experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams)

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

  • 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

  • Infrequent lifting of over 25 lbs. will be required

Preferred

Associate’s /Bachelor’s Degree (business or related studies) or equivalency or 5+ years work experience

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

Experience in a medical device or health care company

Strong computer skills

Strong team orientation.

Excellent interpersonal skills and service orientation.

Excellent oral and written communication skills; attention to detail paramount

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

#LI-PRO

Primary Work LocationUSA GA - Covington BMD

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

DirectEmployers