Job ID R-488979 Date posted May 6, 2024

Customer Care Representative

Job Description Summary

Provide customer service support to retail customers and phone in customers by obtaining and verifying the accuracy of order information in a timely manner. Facilitate new and repeat customer product orders for actively enrolled customers in supply program. This includes customers that order on a monthly as well as quarterly basis.  Agents are also largely responsible for product education and guidance to ensure the customer’s needs are met to their full satisfaction.  Physically receives medical supply products from manufacturer and/or carrier delivery trucks. Responsible for ensuring accurate receipt and proper documentation of product for inventory control purposes with direct oversight of product delivery to the proper department. Staff performance ensures that an excellent standard of service and a high level of customer satisfaction is maintained.

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. 

1.    Greet retail customers and assist with selection of medical supplies and purchases
2.    Complete initial patient intake and resupply orders via inbound and outbound calls to include identifying and resolving customer concerns within the process
3.    Verify the accuracy of orders from customers utilizing the organization’s Brightree Program
4.    Maintain an exceptional level of customer service coupled with professionalism during each customer interaction
5.    Develops and maintains knowledge in Medical Supplies and/or Insurance Guidelines
6.    Professionally contact physician office staff via phone, fax, and/or e‐mail in order to obtain medical documentation 
7.    Meets or exceeds daily, weekly, and monthly goals in conjunction with productivity measurements as communicated by their direct supervisors
8.    Adhere to phone activity/compliance standards to include Medicare guidelines, HIPAA, and ACW.
9.    Ability to work through the Special Projects, Notes, and/or Assigned Task as identified from each account
10.    Filing of all documents for patients and company files
11.    Receives product deliveries and ensures paperwork associated with the product order is accurate.
12.    Receiving medical supply products from distributors and/or suppliers and arranging or placing in warehouse per organizational and departmental needs
13.    Records and checks quantity and quality of products received to include an inspection, acceptance, and rejection of products per the distribution receiving protocol.
14.    Facilitates return of defective product to the product supplier with the facilitation of the purchasing department
15.    Properly inputs received products into the database system and forwards documentation to accounts payable.
16.    Delivers product once inventoried to the appropriate department taking responsibly for maintaining clear pathways. 
17.    Picking product from supply inventory to complete customer orders ensuring accuracy and updates to inventory supply information. 
18.    Packing, Sealing, Labeling, and affixing postage to customer medical supply orders for shipping while using work devices such as hand tools, scanners, and software tools.
19.    Perform shipping and receiving duties while ensuring accuracy, completeness, and acceptable packing conditions of shipments according to company and customer expectations. 
20.    Routing customer orders to carrier trucks using work devices such as hand trucks.
21.    Communicating and assisting with leadership and other departments to rectify problems, such as damages, shortages, and non‐conformance to specifications.
22.    Ensuring the distribution process inbound and outbound shipments accurately, completely, and within company and customer expectations.
23.    Work with purchasing and finance to ensure documentation (receivers, defect reports, etc.) are processed in a timely manner.
24.    Determining shipping methods for customer orders using knowledge of shipping procedures, routes, and rates.

1.    Maintain a positive work atmosphere that embodies company philosophy‐ Professional excellence, teamwork and integrity
2.    Maintain high attention to detail throughout daily tasks and projects including accurate notation
3.    Seek continual education opportunities to remain up to date with products and processes
4.    Operating step ladders and hand trucks within safety specifications
5.    Maintains a safe work environment according to all department procedures while participating in general warehouse maintenance and organization
6.    Performing other duties and responsibilities as requested, directed, or assigned

__x__ No supervisory responsibilities
__ ___ Provides work direction only
_____Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.

MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
a.    Education: High School Diploma or general education degree (GED). 
b.    Experience: 1‐2 years Shipping or Receiving experience in a manufacturing or retail environment and/or inventory/warehouse clerical experience. 
c.    Skills: 
1.    Math: Intermediate level math skills, Ability to calculate figures and amounts such as, discounts, proportions, and percentages. Ability to apply intermediate math skills.
2.    Reasoning: Ability to solve practical problems and deal with a variety of variables.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
3.    Computer: Knowledge of Word Processing software, Excel, Access and/or other database software.
4.    Telecommunications: Ability to utilize or knowledge of call center telecommunications software 
d.    Licensure or Certifications required:  No certifications needed 

1.    Ability to work day shift 8:30 a.m-5:00 p.m. Monday – Friday

PHYSICAL DEMANDS (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. )
1.    While performing the duties of this job, the employee is frequently required to walk, sit, kneel, bend, use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 lbs. 
2.    Must be able to remain in a constant stationary standing position.
3.    Position requires frequent movement around the facility with constant work in between.
4.    Occasionally operates hand truck
5.    Frequently uses shipping tools such as a tape gun, stapler, pen, packing inflation machine and box cutter.
6.    Frequently ascends/descends, works on top of a step ladder in order to pick customer orders and restock supplies received.
7.    Occasionally moves, transports, positions, and or places medical supply shipments weighing up to 25 pounds across warehouse for various organizational and shipment needs
8.    Occasionally positions self and reaches to pull medical supply shipments in the warehouse including on lower level shelving and in cramped corners/spaces.
9.    Must be able to detect, determine, identify, observe, and inspect medical supply product packaging, serial numbers, identification text, and supplier information within short and long distances.
10.    On occasion this position will communicate with other department members that have inquiries regarding the status of a customer’s supply order. The ability to exchange accurate information in these instances is needed.

WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the duties of this position, the employee performs tasks in a temperature-controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions. 

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

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. 

Primary Work Location

USA TN - Johnson City

Additional Locations

Work Shift

US BD 1st Shift 830am-5pm (United States of America)

Working in

Johnson City

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Working in

Johnson City

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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

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