Senior Rep, Customer Service - BD Advanced Patient Monitoring

Becton Dickinson (BD) recently completed the acquisition of the Edwards Critical Care business. This position is part of the Critical Care division, and as such will become a part of the BD organization in the future. Critical Care will operate as a separate business unit, called Advanced Patient Monitoring (APM) within BD's medical segment, aligning with BD's smart connected care approach. BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. If you are invited to interview for this position, a recruiter will provide further details about this exciting transition. Learn more about BD at bd.com  

How you will make an impact:

The Sr. Rep, Customer Service will provide customer service support to customers utilizing effective relationship management skills.

• Place and monitor orders (e.g, returns, billing adjustments, recalls, assignments) for external and internal customers (e.g, Sales Representatives, Marketing, BRC) and communicate as needed to ensure high customer satisfaction

• Determine approach to process and transact consignment conversions and reconciliations. Perform basic data analysis and generate reports for Sales organizations, customers and consignment teams

• Resolve all complex customer service activities including investigating and performing root cause analysis, proposing and implementing solutions, under limited supervision

• Process customer returns and monitor to ensure the product is received

• Complete all documents for customer credits for SOX key controls

• Correspond with Supply Chain Planning on inventory availability and notify Customer and Sales Representatives

• Provide coaching and job training to lower-level employees

• Other incidental duties: Coordinate with warehouse personnel regarding changes to shipping time and inventory cycle counts

What you will need (Required):

• H.S. Diploma or equivalent

• 4 years’ experience previous related experience

• Experience with an ERP software (e.g JDE)

What else we look for (Preferred)

• Corporate customer service professional experience

• Medical Device Industry experience

• Proven expertise including usage of MS Office Suite

• Excellent written and verbal communication, interpersonal, and relationship building skills, with focus on negotiating and persuasion

• Ability to work in a fast-paced environment

• Demonstrated problem-solving and critical thinking skills

• Advanced computer knowledge in ERP application (e.g JDE)

• Ability to manage confidential information with discretion

• Excellent customer service skills with ability to negotiate and resolve difficult situations

• Must be able to work in a team environment and with minimum supervision, including inter-departmental teams and with other departments

For California, the base pay range for this position is $50,000 to $68,000 (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.   

Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

COVID Vaccination Requirement

Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.