Customer Care Specialist II; hybrid

BD is a global medical technology company focused on advancing health worldwide.

• Composes accurate, prompt and appropriate replies to all internal and external customer contacts.
• Reviews orders received for accuracy and completeness, confirming and correcting customer orders prior to entering them in the ERP system.
• Enters all contact information into the appropriate database(s) in compliance with company and external regulatory policies.
• Ensures that all potentially serious incidents are raised to the appropriate levels of management.
• Researches information needed to answer questions and responds appropriately.
• Identifies and coordinates resolution of issues that may negatively impact customer satisfaction.
• Handles all customer interactions—phone, chat, fax, and email—in a professional and courteous manner.
• Provides proactive support for Key/Focus accounts and the Sales Force.
• Assists less experienced Customer Care Specialists with unusual or complex inquiries, including escalations, ensuring customer retention and loyalty.
• Serves as a mentor for new hires.
• Investigates requests for credit, rebill, and return material authorizations; creates and follows up on related documents such as RMAs, credit and debit memos.
• Works with business functions to ensure satisfaction, service and sales goals are met.
• Effectively manages communications with internal functions (Contracts, Sales, Operations, Supply Chain, Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions.
• Assists in the development, testing and piloting of new processes and procedures.
• Supports promotional sales campaigns, product launches and cross‑selling or upselling activities.
• Takes overflow calls from other BD customer contact sites for business continuity.
• Handles special orders, including all government, donation orders and others as required.
• Supports shipping schedules to ensure on‑time delivery.
• Meets and exceeds established order accuracy standards and turnaround times.
• Handles inbound customer contacts regarding order inquiries, order placement and general product questions.
• Works with business planners to manage stock in short supply.
• Supports marketing promotions and product launches.
• Identifies and participates in process improvement efforts.
• Represents the department within Supply Chain and other business units.
• Participates in cross‑functional teams and activities.
• Participates in other projects and designated meetings as required.
• Provides customer feedback to stakeholders.
• Investigates and analyzes service complaints and resolves them to customer satisfaction within established company guidelines.
• Handles all complaints in accordance with FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Maintains subject matter expertise in products, processes and policies.
• Participates in coaching, mentoring and training activities.
• Provides feedback for revisions to department reference material.
• May perform other duties as required.

• Knowledge:
  • Strong analytical and computer skills, especially with spreadsheets and reporting programs.
  • Supply Chain Management knowledge and experience leading or participating in cross‑functional projects.
  • Customer Support software knowledge, including phone system, ERP and workforce management.
• Skills:
  • Customer focus, customer service, data entry, listening, phone skills.
  • Verbal and written communication, critical thinking, relationship building, people and interpersonal skills.
  • Team orientation, problem solving, ability to work under pressure, multitasking, attention to detail.
• Education & Degree:
  • High School Diploma or GED required.
  • Associate’s or Bachelor’s Degree in business or related studies preferred.
• Experience:
  • 2+ years of business‑related experience in a customer contact center.
  • 1+ year of experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams).
  • 1+ year of experience with multiple communication channels: phone, email, chat.
  • Preferred: 1+ year of experience working in an ERP (SAP and/or JDE).
  • Preferred:
    Experience in a medical device or health‑care company.
• Additional Qualifications:
  • Must be flexible in work…