Customer Service Representative III

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics.

Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We Are The People Who Give Possibilities Purpose
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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

Job Summary: The Customer Service Representative III at Augusta Life Sciences US OpCo I LLC is responsible for providing advanced customer support, resolving complex inquiries, and maintaining high levels of customer satisfaction for our scientific products and services.

Job Responsibilities

• Create, manage, and maintain ERP system requests to support end-to-end order fulfillment, encompassing customer service, manual allocation, electronic order error correction, order creation, and order inquiry execution.
• Receive, review, and input customer orders submitted through all approved contact methods, ensuring accuracy, completeness, and compliance with established requirements.
• Validate customer orders prior to order creation, confirming or correcting details to prevent downstream errors.
• Manage short supply situations, backorders, and manual allocations, partnering with Supply Chain to optimize service levels and on time delivery.
• Input and manage orders for exception or specialty products requiring additional controls or special
• handling, including credits, rebills, and returns, in accordance with company policies and procedures.
• Collaborate closely with Supply Chain and Commercial Operations (COM) partners to support on-time delivery, promotional activity, and product launches.
• Deliver professional, courteous, and solution-oriented customer interactions across all contact channels; compose timely and accurate written and verbal responses, document all contacts in designated systems, and consistently meet or exceed order accuracy, turnaround time, and productivity standards in compliance with company and regulatory requirements.
• Resolve product and service complaints in accordance with company guidelines and FDA, ISO, cMDR, and HIPAA regulations, escalating potentially serious incidents, compliance concerns, and customer complaints to management in a timely manner.
• Participate actively in team meetings, departmental projects, and continuous improvement efforts.

Job Qualifications

• Minimum of 3-5 years of experience in a customer service role, preferably within the life sciences, biotechnology, or a related scientific industry.
• High School diploma or GED. Relevant experience strongly preferred.
• Proven ability to handle…