Sr. Customer Experience Specialist- Contract Operations
In-Office, Multiple Locations
Job Description Summary
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.
The North America Quote to Cash (QTC) Customer Operations team is responsible for managing all aspects of customer support operations. This includes leading a team of support associates, establishing performance metrics, analyzing customer feedback, and driving continuous improvements in service quality. The team plays a vital role in ensuring high levels of customer satisfaction by collaborating with cross-functional stakeholders to resolve complex issues and contribute to strategic decisions that enhance overall customer experience.
The ideal candidate for this role will possess strong organizational and multitasking abilities, along with a solid understanding of service excellence and contract management processes. Effective communication skills, both verbal and written are essential for engaging with internal and external stakeholders across technical and non-technical domains. The candidate should be self-motivated, capable of working independently, and committed to sharing knowledge and best practices with team members.
Accountabilities in this role:
Sr Customer Experience Specialist- Contract Operations
Reporting to the Sr. Manager, Contract Operations, this position functions as the liaison between Business Units, customers, and other internal functions toproblem solve with a continuous improvement mindset.Responsible for removing challenges and hurdles experienced by customers, business unit leaders, and sales associates when interfacing within the BD matrix.Collaborates with internal and external stakeholders to provide Contract Operationsexpertise in process, systems, and policies to ensure effective work proceduresare implemented to quickly resolvecontract pricing and/or membership related gaps.Seeksand implements efficient ways to ensure improved cycle and response times.This role will support price accuracy across all customer segments. This associate will have opportunity tocollaborate with team members to standardize audits and support overall efficiencies in pricing accuracy within Contracting Operations.
Candidate must have a growth mindset, a powerful desire for continuous improvement, and an “attitude for better.”Candidate should also have effective communication, technical, and organizational skills and be accountable for tracking and achieving key metrics.
Essential Responsibilities
Subject Matter Expertise:
An expert in Contract Price and Membership management in identified ERP.
Manages the addition and removal of member accounts from agreements efficiently across multiple ERP platforms (SAP Vistex, JDE), leveraging BOTs and other automation.
Conduct root cause analysis and determine error prevention solutions.
Document, maintain, and centralize any membership related pricing exceptions into contracting playbooks.
Provide subject matter expertise to help drive the design and implementation of solutions that improve accuracy, timeliness, and efficiency in contracting set-up/maintenance processes.
Ensure adherence to regulatory (SOX), business and department guidelines, policies, and procedures.
Collaboration:
Collaborate with Claims and Account Receivables on any pricing issues requiring credit and rebills, copies of credit memos, etc.
Collaborate with cross functional operations teams (Offer Development, Analytics, Chargebacks, Customer Care, etc.) to investigate and resolve pricing related matters.
Facilitate and lead external/internal calls to quickly gather necessary details to resolve stakeholder and customer requests timely.
Identify and share data insights with key business stakeholders to address existing conflicts/gaps resulting from local and/or GPO contract price offerings and propose viable solutions.
Act with an enterprise-wide view, ensuring broader considerations and the customer experience are contemplated.
Escalate to Contract Operations leadership when deadlines will not be met.
Leadership:
Primary Point of Contactfor supported Business Units for process issue determination, impact and resolution for sales leaders and customers as it relates to customer contract pricing.
Implement opportunities to improve the overall customer experience.
Understand and support business and membership strategies to effectively communicate customer pricing eligibility on GPO and/or local agreement requests.
Participate and support Continuous Improvement projects and organization initiatives.
Be accountable for keymetrics, KPI’s (key performance indicators), SLA’s (service level agreements), and Individual Impact Goalsto meet the strategic goals of the organization.
Influence without authority across enterprise to find and operationalize solutions
Qualifications
BA/BS or equivalent experience (required)
2-4 years’ experience in commercial contract operations and/or related areas
General understanding of end-to-end commercial contract operations processes, including customer pricing
Working knowledge and/or experience with Claims and Accounts Receivables
Excellent understanding of SAP, JDE& BI
Advanced Excel skills with the ability to manipulate large data to draw insights, utilize Data Mining tools; SAP BI, Power BI, & QlikView
Strong organizational and prioritization skills
Effective communication skills
Comfortable interacting with many levels of management, sales, and end customers
Must be motivated, self-directed, and able to work with minimal supervision.
Effectively builds and maintains strong cross-functional business partner relationships.
Demonstrates a growth mindset to identify opportunities for continuous improvementto drive value.
Key Competencies
Process Effectiveness
Stakeholder Engagement
Strategic Partnership and Customer Support
Accountability and Empowerment
Analytical and Problem-Solving Orientation
Working Across Functions
Strive for Continuous Improvement
Excellent Communication skills
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 Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.
Required Skills
Optional Skills
.
Primary Work Location
USA AZ - Tempe HeadquartersAdditional Locations
USA GA - Covington BMDWork Shift
At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.
Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.
Salary Range Information
$99,700.00 - $164,300.00 USD AnnualAs pessoas aqui são incríveis, e sua paixão pelo que fazem transparece em tudo o que fazem.
Oportunidades visualizadas anteriormente
No previously viewed jobs
-
BD Medical
BD Medical está entre os principais fornecedores mundiais de dispositivos médicos e um líder inovador na administração de medicamentos à base de injeção e infusão.
-
BD Life Sciences
A BD Life Sciences está focada em avançar o mundo da saúde™ fornecendo soluções completas para nossos clientes.
-
BD Interventional
Quer você queira melhorar o mundo da cirurgia por meio da melhor tecnologia ou melhorar a qualidade de vida do paciente por meio de novas soluções em urologia, faça um grande impacto aqui na BD Interventional.
Recommend
to a friend
Approve
of CEO
"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