BD (Becton, Dickinson and Company) Order Management Coordinator in San Diego, California

Job Description Summary

Job Description

This role is responsible for working directly with external customers and BD personnel from various internal functional groups to ensure the timely delivery of instruments and/or custom reagents and services. Primary responsibilities include supporting the instrument and/or custom reagent program as the liaison between the customer and the business, with focus on sales quotes and order management.

This role gathers customer requirements and specifications for capital equipment/ instruments and/or make-to-order product configurations and pricing, to be used in creating quotes and sales orders and will act as the liaison between the customer and program/technical experts as needed. This role serves as the primary point of contact for customers throughout the ordering process.

This role maintains technical accuracy and completeness of quote and order management processes, utilizing various software applications and business tools.

Must be able to work independently with minimal supervision, and be capable of suggesting process improvements to ensure internal efficiencies are realized and maintain a high level of customer satisfaction. Additional projects may be assigned which are relatively complex in nature where sound judgment and product specific knowledge is required.

DUTIES AND RESPONSIBILITIES

  • Daily coordination of all customer-facing activities related to instruments and/or custom (make-to-order) reagent quote and order management, including follow-up and resolution.

  • Communicate with external customers via phone, fax, and email. Interact directly with intercompany/international BD offices to support regional customers.

  • Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning and other functional groups to drive the process from quote to order fulfillment.

  • Responds accurately to the customer and internal BD personnel inquiries; providing pricing, availability, terms, and conditions, and other product and order related information.

  • Responsible for negotiating business and legal terms and conditions. Identifies and communicates business risks. This may include direct interactions with customers and/or BD attorneys. (Instruments)

  • Prepares margin analysis. (Instruments)

  • Reviews instrument and/or custom reagent quote requests and prepares quotations, ensuring accuracy and configuration compatibility.

  • Ensures customer and material master data are accurate and complete, and appropriate discounts have been applied on the instrument and/or custom reagent quotes and orders.

  • Ensures appropriate approvals and documentations are present before completing transaction

KNOWLEDGE AND SKILLS

  • Experience with SAP or similar ERP system is highly preferred

  • Experience with SalesForce or similar CRM system preferred

  • Demonstrated proficiency in MS Word, MS Excel, and email systems is required

  • Proactive self-starter that drive for results

  • Customer Advocate

  • Strong customer interaction skills

  • Excellent verbal and written skills

  • Able to troubleshoot problems and resolve customer complaints

  • Effective organization, planning and time management skills are required

  • Process oriented

  • Able to interact at many levels within the organization, internal and external

  • Working knowledge of quote and order management processes

  • Excellent analytical skills

  • Demonstrated ability to manage conflicts and ambiguity to deliver results

  • Working knowledge of capital equipment order management process

  • Familiar with business contracts and law, knowledge, with ability to recognize terms and conditions that would put BD at risk

  • Previous credit and collections experience a plus

  • EDUCATION AND EXPERIENCE

  • A Bachelor’s degree

  • A minimum of 5 years works experience in Customer Service or related field required.

  • Prior experience in a biotechnology or manufacturing environment is preferred.

Primary Work LocationUSA CA - San Diego (BDB)

Additional LocationsUSA CA - San Diego Bldg A&B

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