Job Description
Customer Care Specialist I
(Hybrid)
Remote type: Hybrid
Locations: USA TX – San Antonio – Silicon Dr
Time Type: Full time
Job Requisition Id: R-476902
Job Description Summary
As a Customer Care Specialist I, you will provide exceptional levels of customer care that meet or exceed all internal and external customer expectations.
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 creativity 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 ground-breaking 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.
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.
- Align with all Company, Departmental, and applicable Quality System work instructions, procedures, and policies.
- Handle short supply situations, back-orders and manual allocations as required.
- Input and handle 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 handling supplies and equipment.
- Proficiency in Microsoft Office.
- Experience with contact center software and phone systems.
- Minimum of 1 year 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 settle.
- Validated excellent customer service skills.
- Ability to efficiently multi-task and handle several diverse responsibilities in a timely and accurate manner.
- Excellent organizational skills; attention to detail.