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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.

Role Summary:

The Strategic Account Operations team (SAO) is responsible for delivering exceptional experience to our strategic partners by being a proactive solutions-oriented partner. Our smaller teams of dedicated and knowledgeable individuals work closely with customers to provide a white glove service.

The associate works closely with teammates to proactively provide end-to-end account management. The Sr. Specialist works with all DCs to ensure orders are delivered as requested and in a timely manner to ensure high service levels are achieved. The associate strives to manage all incoming calls to minimize the number of transfers. Call types include change order, general inquiry, order status, and product availability.

Responsibilities:

+ Serve as a member of the SAO team providing white-glove customer service to strategic partners through primary phone and email support, while working collaboratively in a hybrid environment to ensure top-tier service delivery.

+ Process and review customer orders received through multiple channels (phone, email, EDI) for completeness and accuracy, ensuring all customer requirements are met with precision and timeliness.

+ Generate necessary reports and dashboards for customers, participate in or lead cadence calls with customers and internal stakeholders, and provide comprehensive performance metrics to support customer requests.

+ Support customer education on new technologies, facilitate transitions to self-service options, and provide effective issue resolution to maintain excellent customer relationships and satisfaction.

+ Identify areas for process improvement, pursue personal skill development, and ensure strict adherence to BD guidelines, protocols, and policies while maintaining compliance standards.

Minimum Requirements:

+ Strong interpersonal skills

+ Skilled in the use of personal computers and office software including MS Word, Excel, PowerPoint, Teams, and Outlook

+ Ability to work with and maintain confidential information

+ Ability to resolve potentially stressful customer interactions

+ Excellent organizational skills

+ Excellent data entry, proofreading, and typing skills

Preferred Requirements:

+ Some college preferred. 3+ years of Customer Service experience or work in the medical field

+ JDE, SAP or similar ERP experience desirable

+ Demonstrated excellence in the continuous handling of meticulous detail

+ Clear communication skills (written and verbal)

+ Skilled in solving basic math equations

+ Ability to multitask using dual monitors, while working in multiple systems

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.

At BD, we are committed to supporting our associates’ well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:

+ Annual Bonus

+ Potential Discretionary LTI Bonus

Health and Well-being Benefits

+ Medical coverage

+ Health Savings Accounts

+ Flexible Spending Accounts

+ Dental coverage

+ Vision coverage

+ Hospital Care Insurance

+ Critical Illness Insurance

+ Accidental Injury Insurance

+ Life and AD&D insurance

+ Short-term disability coverage

+ Long-term disability insurance

+ Long-term care with life insurance

Other Well-being Resources

+ Anxiety management program

+ Wellness incentives

+ Sleep improvement program

+ Diabetes management program

+ Virtual physical therapy

+ Emotional/mental health support programs

+ Weight management programs

+ Gastrointestinal health program

+ Substance use management program

+ Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit

Retirement and Financial Well-being

+ BD 401(k) Plan

+ BD Deferred Compensation and Restoration Plan

+ 529 College Savings Plan

+ Financial counseling

+ Baxter Credit Union (BCU)

+ Daily Pay

+ College financial aid and application guidance

Life Balance Programs

+ Paid time off (PTO), including all required State leaves

+ Educational assistance/tuition reimbursement

+ MetLife Legal Plan

+ Group auto and home insurance

+ Pet insurance

+ Commuter benefits

+ Discounts on products and services

+ Academic Achievement Scholarship

+ Service Recognition Awards

+ Employer matching donation

+ Workplace accommodations

Other Life Balance Programs

+ Adoption assistance

+ Backup day care and eldercare

+ Support for neurodivergent adults, children, and caregivers

+ Caregiving assistance for elderly and special needs individuals

+ Employee Assistance Program (EAP)

+ Paid Parental Leave

+ Support for fertility, birthing, postpartum, and age-related hormonal changes

Leave Programs

+ Bereavement leaves

+ Military leave

+ Personal leave

+ Family and Medical Leave (FML)

+ Jury and Witness Duty Leave

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.

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Required Skills

Optional Skills

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Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work 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 (https://jobs.bd.com/en/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

$25.20 - $41.50 USD Hourly

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.