Job Description Summary
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.
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Summary:
The Strategic Accounts Team (SAT) is responsible for delivering an exceptional experience to our strategic partners by being a proactive solutions-oriented partner. Our smaller teams of dedicated and knowledgeable individuals work closely with customers to provide a white glove service. The SAT is also part of the U.S. Customer Care team (a brief summary is below).
The Strategic Accounts Specialist works closely with teammates to proactively provide end-to-end account management. The associate works with all DCs to ensure orders are delivered as requested and in a timely manner to ensure high service levels are achieved. The associate strives to manage all incoming calls to minimize the number of transfers. Call types include change order, general inquiry, order status, and product availability. The Sr Strategic Accounts Specialist develops and provides order-related reports to strategic accounts.
U.S. Customer Care Overview:
The U.S. Customer Care team strives to deliver exceptional experiences to our customers at each touchpoint. With the goal to make it effortless for our customers to do business with BD, Customer Care in the U.S. Region is undergoing a significant transformation that will enable a culture of continuous customer focus and service improvement. The Customer Care team is responsible for addressing the majority of customer inquiries that BD receives in the U.S. supporting $9 billion in capital and consumable revenue across 9 business units. This includes customer questions about placing orders, order status, product questions and product complaints. The team operates several contact centers across the U.S., including San Antonio - TX, Covington -GA, Rhode Island, Tempe - AZ, Sparks - MD, Salt Lake City - UT, Vernon Hills - IL and Franklin Lakes - NJ. The Customer Care teams directly engage with direct customers, strategic partners, and sales teams.
Responsibilities:
- Member of the Strategic Accounts Team (SAT), providing white glove customer service support to strategic partners, collaborating with team in a virtual and on-siteenvironment.
- Proactively manages Top Strategic Accounts from receipt through delivery.
- Meets and exceeds established order accuracy standards and turnaround times.
- Resolves requests for customer data and/or reporting not readily available.
- Develops, prepares, and communicates order data reporting to customers to support requests and show overall performance.
- Effectively manages communication with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions.
- Provides primary phone and email support.
- Processes or manages orders for our top strategic partners received via phone, email, and EDI.
- Manages and supports focused key account, product lines, and customer relationships
- Work with Allocations, Planning and the DCs to ensure order/demand prioritization, secure constrained product and ensure critical product flow.
- Responsible for customer retention and driving efficiencies in customer ordering and inquiry process.
- Supports customer education on new technology and transitioning to self-service avenues.
- Acts as a voice for the customer to internal stake holders and Business units.
- Identifies and participates in process improvement efforts.
- Assists in the establishment of standard methodologies.
- Participates in cross functional projects/teams as required
- Pursues personal development of skills and knowledge vital for the effective performance of the role and future opportunities.
- Adheres to and ensures compliance with BD guidelines, protocols, and policies.
- Other duties may be assigned as required.
- Hybrid role (Onsite Mon-Thurs, remote Fri)
Qualifications
Education and Experience:
- Bachelors degree plus 1 year of related experience or equivalent HS Diploma plus 5+ years related experience in customer service or medical industry.
- Experience working in a virtual team dynamic preferred.
Knowledge, Skills, and Abilities
- Interpersonal Skills: Strong interpersonal skills.
- Technical Proficiency: Advanced in the use of personal computers and office software, including MS Word, Excel, PowerPoint, PowerBI, and Outlook.
- Problem-Solving: Strong problem-solving ability - able to break down complex problems into manageable components.
- Analytical Skills: Strong analytical, technical, and problem-solving skills.
- Team Orientation: Strong team orientation.
- Time Management: Strong time management skills and ability to multitask using dual monitors while working in multiple systems.
- Communication: Clear communication skills (written and verbal).
- Confidentiality: Ability to work with and maintain confidential information.
- Customer Interaction: Ability to resolve potentially stressful customer interactions.
- Organizational Skills: Excellent organizational skills.
- ERP Experience: JDE, SAP, or similar ERP experience desirable.
- Attention to Detail: Demonstrated excellence in the continuous handling of meticulous detail.
- Data Entry: Excellent data entry, proofreading, and typing skills.
- Virtual Environment: Ability to work in a virtual environment providing support to a team.
- Management Interaction: Comfortable interacting with many levels of management.
- Influence: Able to influence without authority.
- Supply Chain Knowledge: Good knowledge of supply chain practices in a manufacturing environment.
- Learning: Continuous and versatile learner.
- Self-Motivation
- Learning Agility:
- Leadership: Proven leadership skills.
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 encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
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 GA - Covington BMD
Additional Locations
USA NJ - Franklin Lakes
Work Shift