Strategic Accounts Specialist - Hybrid
Job Description Summary
The Strategic Accounts Team (SAT) is responsible for delivering an exceptional experience to our strategic partners by being a proactive solutions-oriented partner. As Strategic Accounts Specialist, you will work closely with teammates to proactively provide end-to-end account management. Associates must be able to work in our Covington, GA or Franklin Lakes, NJ office Monday through Friday and work at home on Friday.Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.
U.S.Customer Care Overview:
The U.S. Customer Care team strives to deliver exceptional experiences to our customers at each touchpoint. With the goal to make it effortless for our customers to do business with BD, Customer Care in the U.S.Region is undergoing a significant transformation that will enable a culture of continuous customer focus and service improvement. The Customer Care team is responsible for addressing the majority of customer inquiries that BD receives in the U.S. supporting $9 billion in capital and consumable revenue across 9 business units. This includes customer questions about placing orders, order status, product questions and product complaints. The team operates several contact centers across the U.S., including San Antonio - TX, Covington -GA, Rhode Island, Tempe - AZ, Sparks - MD, Salt Lake City - UT, Vernon Hills - IL and Franklin Lakes - NJ. The Customer Care teams directly engage with direct customers,strategic partners, and sales teams.
Primary Responsibilities:
Provides white glove customer service support to top strategicpartners from receipt through delivery, in collaboration with team in a virtual and on-siteenvironment.
Meets and exceeds established order accuracy standards and turnaround times.
Provides primary phone and email support to strategic accounts, managing orders, inquiries, and product availability, and overall performance.
Manages communication with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions.
Works with Allocations, Planning and the Distribution Centers to ensure order/demand prioritization, secure constrained products and ensure critical product flow.
Responsible for customer retention and driving efficiencies in customer ordering and inquiry process.
Supports customer education on new technology and transitioning to self-service avenues.
Identifies and participates in process improvement efforts and the establishment of best practices.
About You:
Associates degree preferred.
Minimum 5+ years ofexperiencecustomer service preferably within the medical industry.
Experience working in a virtual team dynamic preferred.
Strong interpersonal and written and verbal communication skills.
Advanced MS Word, Excel, PowerPoint, and Outlook; PowerBI preferred.
Strong teamwork, analytical, technical, and problem-solving skills.
Strong time management and organizational skills and the ability to multitask using dual monitors, while working in multiple systems.
Ability to resolve potentially stressful customer interactions, and maintain confidential information.
JDE, SAPor similar ERP experience desirable.
Demonstrated excellence in the continuous handling of meticulous detail; strong proofreading skills.
Able to influence without authority.
Good knowledge of supply chain practice in a manufacturing environment.
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.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Becton, 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.
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Primary Work Location
USA GA - Covington BMDAdditional Locations
USA NJ - Franklin LakesWork Shift
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"Purpose driven company where associates work every day to make healthcare better. A lot of great initiatives going on to make BD the best MedTech company in the world."
Anonymous, Franklin Lakes, NJ