Key Responsibilities

• Manage customer orders, returns, billing adjustments, recalls, and account assignments for internal and external customers, ensuring timely resolution and customer satisfaction.

• Process and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and internal teams.

• Independently investigate and resolve complex customer issues through root cause analysis and corrective action.

• Process customer returns and monitor completion through product receipt and resolution.

• Prepare and maintain documentation supporting customer credits in compliance with SOX requirements.

• Partner with Supply Chain and Operations teams to monitor inventory availability and proactively communicate impacts to customers and Sales.

• Coordinate with warehouse personnel regarding shipping changes, inventory counts, and order fulfillment activities.

• Train, mentor, and provide guidance to new and existing team members.

• Support process improvement initiatives, system enhancements, and special projects to improve customer experience and operational efficiency.

Required Qualifications

• High School Diploma or equivalent required.

• Minimum of 5 years of customer service, order management, or related experience.

• Experience working with ERP systems such as SAP, JDE, Oracle, or similar platforms.

• Demonstrated ability to manage high volumes of customer interactions via phone and email while maintaining professionalism and service excellence.

• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.

Preferred Qualifications

• Advanced proficiency in Microsoft Office Suite, particularly Excel.

• Strong written and verbal communication skills with the ability to build relationships and influence outcomes.

• Proven problem solving, analytical, and decision-making skills.

• Experience in a fast-paced, high-volume customer service environment.

• Advanced knowledge of Critical Care products, customer processes, systems, policies, and procedures.

• Advanced knowledge of ERP systems, including SAP and JDE.

• Ability to manage confidential information with discretion and professionalism.

• Demonstrated success resolving complex or escalated customer issues.

• Ability to work independently and collaborate effectively across cross-functional teams.

• Experience supporting training, mentoring, process improvements, system implementations, and leadership initiatives while maintaining compliance with company policies and regulatory requirements.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

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