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.

Company Overview

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. BD leads in patient and health care worker safety and the technologies that enable medical research and clinical laboratories. The company provides innovative solutions that help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, and support the management of diabetes. BD partners with organizations around the world to address some of the most challenging global health issues.

BD has more than 63,000 associates across 50 countries who work in close collaboration with customers and partners to help enhance outcomes, lower health care delivery costs, increase efficiencies, improve healthcare safety and expand access to health. For more information on BD, please visit http://www.bd.com .

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.

Role 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 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. 

E ssential R esponsibilities :

• Member ofthe Strategic Accounts Team (SAT), providing white glove customer service support to strategicpartners, 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.

• Processesor manages orders for our top strategicpartnersreceived 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 stakeholders and Business units.

• Identifies and participates in process improvement efforts.

• Assists in the establishment of best practices.

• Participates in cross functional projects/teams as required

• Pursues personal development of skills and knowledge necessary 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.

Q UALIFICATIONS :

• College degree or 5+ years ofexperiencecustomer service or medical industry.

• Experience working in a virtual team dynamic preferred.

• Strong interpersonal skills.

• Advanced in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, PowerBIand Outlook.

• Strong problem-solving ability – ability to break down complex problems into manageable components.

• Strong analytical, technical, and problem-solving skills.

• Strong team orientation

• Strong time management skills and ability to multitask using dual monitors, while working in multiple systems.

• Clear communication skills (written and verbal).

• Ability to work with and maintain confidential information.

• Ability to resolve potentially stressful customer interactions.

• Excellent organizational skills.

• JDE, SAPor similar ERP experience desirable.

• Demonstrated excellence in the continuous handling of meticulous detail.

• Excellent data entry, proofreading, and typing skills.

• Ability to work in a virtual environment providing support to a team.

• Comfortable interacting with many levels of management.

• Able to influence without authority.

• Good knowledge of supply chain practice in a manufacturing environment.

• Continuous and versatile learner

• Self-motivated

• Learning Agility

• 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.

PDN

Primary Work Location

USA 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.