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. 

Job Overview

As the Team Lead for Specialty Teams you will be the SME support for new and existing associates. This role will be the primary contact for escalations and process validation. This individual will work closely with the supervisor to ensure the business operates without interruption. You may be asked to participate in knowledge assessments of the team monthly and partner with supervisor and training to update when applicable while coaching/training the team when needed.

This role provides flexibility to work 4 days on site and Friday remotely on a weekly basis.

Responsibilities

• Provide daily workflow coverage to include but not limited to phones and e-mails.

• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction.

• Provide floor coverage and support to agents/Supervisor backup when needed.

• Answer questions from team on floor and in chat.

• Resolve service complaints to the satisfaction of the customer within established corporate guidelines.

• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulation

• Should support the update and revisions of SOP and Work Instructions for the team

• Review annual Survey and feedback, discuss with supervisor during 1-1, and implement changes when needed.

• Perform staffing assessments and provide feedback to supervisor.

• Prepare SOX report monthly for management review and approval.

• CI project support when applicable.

• Work with Supply Chain to support on-time delivery and other company KPI’s.

• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures, and policies.

• Manage short supply situations, backorders and manual allocations as required.

• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.

• Support promotional sales campaigns and product launches.

Qualifications

•  Minimum of 2-3 years of proven performance in a Customer Care or Customer Service Representative capacity.
•  Exemplary demonstration of BD Values: Helping each other be great, embracing challenges as opportunities for growth and improvement, promoting inclusion and diversity, and truly understanding customers and patients.
•  Strong problem-solving skills with a bias for action in real-time to resolve team and customer issues.
•  Proven experience in developing strong relationships with associates and internal/external customers.
•  Excellent written and verbal communication skills.
•  Computer systems experience such as Microsoft Outlook, Excel, Word, SAP Tahiti/Everest, and CRM.
•  Ability to successfully multi-task and manage diverse responsibilities in a timely and accurate manner.

Education

A high school diploma is required

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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