Job Description Summary

As Customer Care Representative you will be the first point of contact for our Customers when contacting BD to get support related to their orders, price information, product information, etc. You will part of the Order Management process being the link between OM team, Customers and Business. You will be responsible to process transactions not moved to our Share Service Centers yet. Together with your manager you will play a key role in driving continuous improvement initiatives.

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.

--Why join us?--

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a maker of possible with us!

--Our vision for Customer Service at BD--

Customer Services is a strategic partner to both our customers and businesses and focus on creating exceptional customer experiences and generates revenue growth.

-About the role

As Customer Care Representative you will be the first point of contact for our Customers when contacting BD to get support related to their orders, price information, product information, etc. You will part of the Order Management process being the link between OM team, Customers and Business. You will be responsible to process transactions not moved to our Share Service Centers yet. Together with your manager you will play a key role in driving continuous improvement initiatives.

-Main responsibilities will include:

• You have a portfolio of customers and Businesses assigned. These portfolios could change based on the evolution of Customer Service to adapt to new situations. The preference model is that each Customer Service Specialist (CCO rep) has a portfolio of customers in the concept BDX (all businesses). The portfolio of customers can be influenced by the Customer segmentation doing by BD.

• Customer enquiries: Attend customer enquiries. These can be received by phone, email, fax, chats and web portals. An answer with resolution to the customer should be provided in the first contact; when not possible, the enquire will be transferred to the right person/group in the Organization.

• Service Claims intake: Register the service claim being reported by a customer in the appropriated system. Try to provide a resolution to the customer at the moment of the service claim report.

• Order Management: Manage the tickets created by OM team related to discrepancies found in the customer orders (prices, SKU’s, quantities …)

• Manual allocation and Backorder notification: When manual allocation is needed, for example in BO situations. Work closely with the Business to assign for allocation the stock available. Report to customers when BO situations. As this activity need a lot of time, agree with Business and Customer Service Team Leader the customers will provide BO notification.

-About you

• Bachelor’s degree or equivalent experience.

• Experience (minimum 2 years) in similar position, preferably in health sector.

• English upper-intermediate. Portuguese is a plus.

• Advanced knowledge on excel and analytic tools.

• Experience with SAP and SalesForce is a plus.

• A hands-on and solution-oriented mentality that results in a pro-active approach.

• Communication and interpersonal skills. Customer oriented. Growth mindset. Quick learning.

Click on apply if this sounds like you!

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.

To learn more about BD visit: https://bd.com/careers

Primary Work Location

ESP San Agustin del Guadalix

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.