Customer Care Representative (Hybrid)

at  BD

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.

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. Spanish 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.