Job Description Summary

How about becoming a maker of possible?

For more than 125 years, we’ve pursued our Purpose of advancing the world of health™. We relentlessly commit to a promising future by developing innovative technologies, services and solutions, helping the healthcare community improve safety and increase efficiency. It takes the imagination and passion of all of us at BD, from the manufacturing to marketing of our products, to look at the impossible and find transformative solutions to turn dreams into possibilities – For people today, tomorrow and beyond. Become a maker of possible with us!

BD has Technology & Global Services around the world, TGSs use platforms and tools to process information in a standardized way with continuous improvement and sharing best practices. In this way it allows to organize the activities, with the objective of providing conditions to each local entity to focus its resources on the operations that the company needs in this new stage of growth.

Customer Service Specialist
Responsible for Customer Service transactional processes and activities to ensure effective customer follow‑up, cross‑functional issue resolution, regulatory compliance, operational efficiency, and a strong after‑sales experience from order placement to final delivery. Manage Purchase Orders for LatAm Dropshipment and Trade (Hub Mexico, Hub Andino, Hub Cono Sur, and Hub Brazil), ensuring full traceability and logistical coordination with Legacy Bard warehouses (GDC, EDC, and Plainfield). Serve as the liaison between Regulatory, Finance, and Sales teams in BDI/MDS LatAm to enable timely product shipment and invoicing.

Job Description

Responsibilities:

• Coordinate problem‑solving, operational improvements, and after‑sales service, acting as the main liaison between customers and internal areas such as Distribution, Credit & Collections, Planning, Sales, and Marketing
• Handle Customer Service systems and performance metrics (dashboards, OTIF, reports) and allocate team activities to ensure accurate communication, efficient workflows, and high service quality
• Monitor customer satisfaction and compliance with requirements by following up on requests, resolving cross‑functional issues, strengthening client relationships, and collecting feedback for continuous improvement
• Maintain and troubleshoot SAP EDI functionality, coordinating with internal and external partners to ensure accurate order data transmission
• Process and validate Sales Orders in JD Edwards (NA & EU), ensuring product requirements accuracy, documentation completeness, and proper approvals prior to shipment.
• Coordinate end‑to‑end shipping documentation (PL, CoC, Commercial Invoices, BoL/HAWB, CSV) and ensure proper consolidation and electronic storage for audit readiness
• Collect and track service claims in the GDC Operations system and communicate price discrepancies or special pricing requirements to Sales, ensuring timely updates in SAP, Nodum, and JD Edwards

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Public Relations, or a related field
• Minimum of 3 years of experience in Customer Service
• Proficiency in English, both spoken and written
• Hands‑on experience with CRM or ERP systems (SAP preferred)
• Strong leadership, communication, and conflict‑resolution skills
• Ability to work under pressure and manage multiple priorities effectively
• Ability to analyze data and prepare clear, concise, and actionable reports
• Demonstrated ability to make decisions effectively and create focus
• Strong oral, writing and presentation skills
• Business acumen or experience in Supply Chain functions
• Ability to simplify strategy into actions with a strong focus on execution
• Ability to build and maintain solutions throughout Microsoft Power Platform (Power Automate, Power App, Power BI)
• Experience on exploring Artificial Intelligence for workspace innovation

“BD values equity in the workplace without discrimination for any disability, class, ethnicity, age, religion, gender identity or sexual orientation.”

Required Skills

Optional Skills

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Primary Work Location

MEX Mexico City - Lomas de Chapultepec

Additional Locations

Work Shift