BD (Becton, Dickinson and Company) Customer Service Representative III in San Antonio, Texas

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, Product End Users and Diabetes care customers. 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

1 - 25%

  • Compose accurate, prompt and appropriate replies to all customer contacts.

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

  • Support CSR levels I and II on escalated customer issues.

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

2 - 15%

  • Research information needed to answer questions and respond appropriately. Identify and coordinate resolution of issues that may negatively customer satisfaction.

  • Address all contacts in a professional and courteous manner. Proactive support of Key/Focus accounts.

3 - 15%

  • Investigate 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 manage communications with internal functions (Sales, Operations, Logistics and other functions) to support customer requests.

4 - 15%

  • Assist in the development, testing and piloting of new process and procedures. Support promotional sales campaigns, product launches and cross selling or upselling activities.

  • Take overflow calls from other BD customer contact sites for business continuity. Review orders for accuracy and confirm or correct customer orders prior to entering them into the system.

5 - 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.

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

  • Support Marketing promotions.

6 - 10%

  • Collaborate with customers to identify value added service and proactively address issues. Identify and participate in process improvement efforts.

  • Represent the department within Supply Chain and supported Business Segments on cross functional teams and activities.

  • Participate in other projects as required.

  • Participate on other projects as require and designated meetings. Provide customer feedback to stakeholders.

  • 7 - 10%

  • Investigate and perform analysis of service complaints and resolve 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.

  • Maintain subject matter expertise in products, processes and policies. Participate in coaching, mentoring and training activities.

  • Provide feedback for revision to department reference material.

Knowledge

  • Strong analytical and computer skills (particularly spreadsheet and reporting programs).

  • Knowledge of Supply Chain Management and previous experience leading or participation in cross-functional projects.

Skills

  • Strong computer skills

  • Strong team orientation.

  • Excellent interpersonal skills and service orientation.

  • Excellent oral and written communication skills.

  • Ability to multi-tasks

  • Continuous and versatile learner

Education/Degree

  • High School Diploma or GED.

  • Preferred: Associates degree (Business or related studies) or equivalency of 5+ years’ work experience.Experience (indicate the number of years)

  • Experience:

  • 2+ years’ experience in a contact center.

  • 1+ years’ experience with Microsoft Office Suite.

  • 1+ years’ experience with SAP

Preferred:

  • Working knowledge of Word and Excel

  • Proven analytical ability

  • 2+ years of business related experience in a customer contact center within the Healthcare or Medical Device industries

  • 1 year experience with SAP

Primary Work LocationUSA TX - San Antonio - Silicon Dr

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