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Sr. Customer Care Specialist

Company: Becton, Dickinson and Company
Location: Sparks
Posted on: June 12, 2021

Job Description:

Job Description SummaryJob DescriptionBe part of something bigger!BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.Job Summary:Satisfy the customer in consistently meeting or exceeding customer care expectations. Builds strong relationships with internal and external customers and maintain a level of customer care excellence that differentiates BD in the marketplace. Subject Matter Expert in products, process, policies and procedures. Higher level service platform which generally focus on key customer accounts, products lines, and developing customer relationships. Meets and exceeds goals and expectations.Primary Responsibilities and DutiesResponsibilities:50% (% of Time estimated)Proactive order management from receipt to delivery.Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.Meets and exceed established order accuracy standards and turnaround times.Handle inbound customer contacts regarding order inquiries, order placement and general product questions.Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner.Composes accurate, prompt, and appropriate replies to all internal and external customer contacts.Enters all contact information into appropriate database(s) in compliance with company and outside regulatory policies.Evaluates and advises on a multitude of moderately complex to routine factors which cover a large variety of the company's products and services.Provides dedicated and proactive support to Key Accounts and Sales Force.Resolves complex or unusual requests and problems that may require a customized response and communicates solution or requested information to Customer and / or Sales Force.Manages product allocations by special request from Sales, Marketing and Supply Chain for product launches and other situations as they arise due to unavailability of product.Recommend product substitution as needed.15%Effectively manages communications with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions.Special Order Handling, including all government, donation orders and others as required. Support shipping schedules to ensure on time delivery.Investigates and performs root cause analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.Handles all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.Generates reports when requested.15%Supports promotional sales campaigns, product launches and cross selling or upselling activities.Manages and support focused key account, product lines, and customer relationships.Responsible for customer retention and driving efficiencies in customer ordering and inquiry process.Support customer education on new technology and transitioning to self-service avenues.Provides vital reporting and dashboards to customers to support requests and show overall performance.Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP software.10%Assists other BD customer contact sites with overflow calls for business continuity.Follows all Company and departmental work instructions, procedures and policies.10%Acts as a voice for the customer to internal partners and the business.Identifies and coordinates resolution of issues that may negatively impact customer satisfaction.Ensures that all potentially serious incidents are raised to the appropriate levels of managements.Identifies and participates in process improvement efforts.Participates in and contributes to team meetings.Participates and attends conference calls and/or meetings with Customers as required.10%Participates in cross functional teams and activities.Participates in other projects as required and designated meetings.Provides customer feedback to partners.Provides feedback for revisions to department reference material.Supports training activities.Assists in the establishment of best practices.Support CCS II and CCS III around work activities, development, and inquiries.10%Maintains subject matter expertise in products, processes, and policies.Serves as a mentor for new hires.Participates in coaching, mentoring, and training activities.Assist less experienced Customer Care Specialists handle unusual or complex inquiries including critical issues ensuring customer retention and loyalty.Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.May perform other duties as requiredA BD Associate demonstrates the following competencies:VALUES - Our standard of behaviorWe do what is rightWe are all accountableWe thrive on innovation and demand qualityWe learn to improve every dayLEADERSHIP COMMITMENTS - How we lead ourselves and our workBe bold and strategicRemove obstacles and empower othersDeliver results that matterDebate and decide, then commit and goWin as on BDHave the courage to iterate, try new things and embrace changeMINDSET - The attitude we bring to our workThe best way to help customers and patients is to truly know themChallenges are opportunities to grow and improveInclusion and diversity make us a stronger teamSpeaking up builds trust and gets to better outcomes fasterScope of Responsibility: Strategic Orientation:The degree to which the position has responsibility for influencing and/or developing strategies for achieving company goals and examples. Specific scope of responsibilities is to be based on the specific role. Participation and support department continuous improvement initiatives.Works in close coordination with other teams to meet resolution and quality expectations.Maintains in-depth knowledge of products, processes and policies.Able to resolve complex issues with minimal direction.High Impact on customer satisfaction levels.Sphere of Influence:The degree to which a position influences and guides business activities, decisions and processes within a function or unit, as well as across organization boundaries and examples. Specific scope of responsibilities is to be based on the specific roleInfluence extends to customers, peers, team members, and key partners. Able to influence without authority.Applies specialized knowledge / skills to perform routine and non-routine work.Partners with Internal / External Groups: Sales, Marketing, Credit, Integrated Supply Chain and Logistics, Distribution, and Distributor Relations, Quality Assurance, Customer Facing Master Data Organization, Distributors, Direct Customers, and Health Care Professionals.Impact on Business ResultsDegree of Accountability:The degree to which the position entails making key decisions that affect business performance and examples.Has high discretion and decision making within sphere of influence.Accountable for the execution of specific tasks with minimal oversight from a Supervisor.Responsibility to execute requests at an expert level, meeting goals and satisfying service levels.Lower than expected performance will lead to risk in retention of current customers and/or new business.Financial Impact: The degree to which the position has an impact on those things that drive revenue generation and profitability.Has high effect on quality, cost and/or productivity.Identifies and uses influence to implement cost-effective solutions to drive down costs for operating expenses.Erroneous decisions will have a long-term effect on the company's success.KSA Requirements (Knowledge, Skills, and Abilities) Requirements:KnowledgeFully Proficient in all key areas; performs many complex functions.Demonstrated understanding and knowledge of policies, practices and procedures.Demonstrated ability to work independently within established procedures associated within the specific job function.Strong analytical and digital literacy (particularly spreadsheet and reporting programs).Proven ability to analyze data and use critical thinking skills to think outside the box.High level of proficiency and knowledge of Customer Support software including phone system, ERP and workforce management.SkillsCustomer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Written Communication, Critical Thinking Skills, Relationship Building, People Skills, Interpersonal Savvy (Team Orientation), Problem Solving.Demonstrated good judgement; ability to leverage past experience to successfully adhere to team goals such as specified schedule adherence and availability goals; obtains and maintains call quality with sustained high-level accuracy.Demonstrated ability to work effectively under pressure when needed in a deadline-oriented environment.Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.Proven ability to prioritize and make quick, accurate and appropriate decisions.Strong team orientation.Excellent interpersonal skills and service orientation.Excellent oral and written communication skills; attention to detail paramount.Continuous and versatile learner.Education/DegreeHigh School Diploma or GEDPreferred: Associate's /Bachelor's Degree (business or related studies) or equivalency or 5+ years work experience.Experience2+ years business related experience in a customer contact center2+ year(s) experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams)2+ year(s) experience with multiple channels of communication: phone, email, chat.Preferred: 1+ year(s) experience working in an ERPPreferred: Experience in a medical device or health care company.Other:Must be able to work shift from 8:00am - 5:00pm EST/EDTLanguage SkillsEnglish - proven oral and written communication.Mathematical SkillsAbility to solve basic math equations.Reasoning AbilityAbility to draw logical conclusions; proven analytical ability and critical thinking skillsAbility to formulate decisions to new and rapidly developing challenges.Problem solving / application of judgement in dealing with customers.Ability to learn quickly.Physical RequirementsThis individual will work in an office environment with moderate noise. While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment. The employee frequently is required to talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time. Infrequent lifting of over 25 lbs. will be required.Why join us?A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life's purpose through the work that they do every day.You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program - which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components - is designed to support the varying needs of our diverse and global associates.To learn more about BD visit, 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.Primary Work LocationUSA MD - Sparks - 39 Loveton CircleAdditional LocationsWork Shift

Keywords: Becton, Dickinson and Company, Sparks , Sr. Customer Care Specialist, Other , Sparks, Nevada

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