Job Description Summary

As Customer Care Specialist II, you will provide exceptional levels of customer care that meet or exceed all internal and external customer expectations.

Job Description

Be part of something bigger!

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

This position will be Hybrid and currently reports in to San Antonio office 1 day a week.

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 enter in ERP system.

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

• Work with Supply Chain to support on-time 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.

• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures, and policies.

• Manage short supply situations, backorders and manual allocations as required.

• Input and manage 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 regulation

About you: To be successful in this role, you require:

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

• Minimum of high school diploma, or equivalent; an Associate’s or bachelor’s degree is preferred.

• Experience managing supplies and equipment.

• Proficiency in Microsoft Office.

• Experience with contact center software and phone systems.

• Experience working in an ERP (SAP and or JDE) is preferred.

• Experience in a medical device or health care company is preferred.

• Must be able to work shifts ranging from 7:00am – 700pm EST/EDT

• 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.

• Demonstrated 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

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 join us?

A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.

To learn more about BD visit https://jobs.bd.com/

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.

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift