Customer Service Representative, BD Advanced Patient Monitoring

at  Edwards Lifesciences

Becton Dickinson (BD) recently completed the acquisition of the Edwards Critical Care business. This position is part of the Critical Care division, and as such will become a part of the BD organization in the future. Critical Care will operate as a separate business unit, called Advanced Patient Monitoring (APM) within BD’s medical segment, aligning with BD’s smart connected care approach. 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. If you are invited to interview for this position, a recruiter will provide further details about this exciting transition. Learn more about BD at bd.com
Provides customer service support to customers across DACH region and Poland, utilizing effective relationship management skills.

How you will make an impact :

• Order Management

a. Responsible for order management during the whole process of order life cycle - order entering to JDE, checking the order
b. Based on customer request checking the availability of the inventory
c. Follow up with the customer
d. Backorder reporting
e. Processing the orders of consignment stock
f. Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
g. Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision, adjustments

h. Ship to creation and maintenance in address book

• Complaint management

a. Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)

b. Coordination of FCA

• Additional office duties such as archiving and categorizing relevant documents
• Other:

a. If applicable basic EDI administration

b. May potentially act as a part of super-user network for JDE and SFDC

• Participation more complex country projects aiming to improve the quality of service and effectiveness of customer service department
• May potentially act as a trainer and mentor of less experienced colleagues

What you will need (required):
H.S. Diploma or equivalent of 2 years experience, previous related experience required and Bachelor’s Degree Preferred

What else we look for:

• Advanced computer skills including usage of MS Office Suite
• Experience with an ERP software (e.g. JDE) preferred
• Good written and verbal communication skills and interpersonal relationship skills
• Ability to work in a fast paced environment
• Availability to work under pressure
• Good problem-solving and critical thinking skills
• Ability to work effectively in a cross-functional team environment
• Ability to manage confidential information with discretion
• Excellent customer service skills with ability to negotiate and resolve difficult situations
• Excellent problem-solving skills
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives
• Ability to prioritize competing objectives in a fast paced environment
• Critical thinking and challenging status quo
• Basic organizational skills
• Availability to travel for shorter period of time
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

Please refer the Job description for details