Job Description Summary

As Customer Care Representative you’ll join a dynamic team responsible for handling customer inquiries and developing strong customer relations, both internally and externally, for our business. That means you’re the first point of contact for all enquiries, however they arrive, from both customers – such as hospitals, laboratories and academia – and our sales team. Your goal will be to strive for First Contact Resolution wherever possible and take ownership of more technical queries for our in-house experts.

Job Description

BD is a global medical technology company focused on improving drug therapies, enhancing the quality and speed of diagnosing infectious diseases, and advancing research and discovery of new drugs and vaccines. BD provides an environment which enables our highly talented workforce to be the best at their professions. We are always seeking people who have a passion and commitment to join our Company on its journey to ‘helping all people live healthy lives’.

JOB SUMMARY

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.

You are in key player on providing the best Customer Experience.

You will directly report to the Customer Service Team Leader.

RESPONSIBILITIES

• 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.
• Transactional activities:
  • Process transactions not transferred to SSC yet:
    • Consignment stocks
    • FOC orders
    • Samples
    • Credit notes
    • Goods returns
    • …
    • Follow Regulatory and Quality requirements
    • Partnership with Business and Customers:
      • Provide support to Sales Reps and Sales Managers about customer orders, stock allocation, …
      • Ensure customers receive the right service according to the BD customer segmentation. The best Customer Experience.
      • Based on the BD Customer segmentation provide value added services.
    • Adopt changes related to integration and transformation introduced by the BARD integration into BD, new ERP implementation (Athena 2) and new applications (Mercury)
    • Participate in projects:
      • Continuous improvement: Working together with the Customer Service CI responsible and Customer Service Team Leader, and Sales Force,  provide input to identify areas needing improving (ie: customers having more order discrepancies, …)  Participate in the continuous improvement activities/projects identified.
      • Participate/provide input in projects when required. These projects could be local, regional or global.
      • Participate on the roll-out of projects
    • Work as a Strong Team, working fluently within CSO and other functions and Business in BD
    • Report to and work closely with the Customer Service Team Leader

    • EXPERIENCE & EDUCATION

    • Bachelor’s degree (desired on life sciences and/or bioscience) or equivalent. Or 3 years in the position.
    • Experience (minimum 2 years) in similar position health sector

    • KNOWLEDGE & SKILLS

    • Advanced English  & Spanish language
    • 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
    • Teamwork
    • Quick learning

Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here: http://bd.tal3nt.community/.

Primary Work Location

PRT Porto - Rua Eng Ferreira Dias

Additional Locations

Work Shift