Senior Customer Service Rep

Job Description Key Responsibilities Manage customer orders, returns, billing adjustments, recalls, and account assignments for internal and external customers, ensuring timely resolution and customer satisfaction. Process and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and internal teams. Independently investigate and resolve complex customer issues through root cause analysis and corrective action. Process customer returns and monitor completion through product receipt and resolution. Prepare and maintain documentation supporting customer credits in compliance with SOX requirements. Partner with Supply Chain and Operations teams to monitor inventory availability and proactively communicate impacts to customers and Sales. Coordinate with warehouse personnel regarding shipping changes, inventory counts, and order fulfillment activities. Train, mentor, and provide guidance to new and existing team members. Support process improvement initiatives, system enhancements, and special projects to improve customer experience and operational efficiency. Required Qualifications High School Diploma or equivalent required. Minimum of 5 years of customer service, order management, or related experience. Experience working with ERP systems such as SAP, JDE, Oracle, or similar platforms. Demonstrated ability to manage high volumes of customer interactions via phone and email while maintaining professionalism and service excellence. Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment. Preferred Qualifications Advanced proficiency in Microsoft Office Suite, particularly Excel. Strong written and verbal communication skills with the ability to build relationships and influence outcomes. Proven problem solving, analytical, and decision-making skills. Experience in a fast-paced, high-volume customer service environment. Advanced knowledge of Critical Care products, customer processes, systems, policies, and procedures. Advanced knowledge of ERP systems, including SAP and JDE. Ability to manage confidential information with discretion and professionalism. Demonstrated success resolving complex or escalated customer issues. Ability to work independently and collaborate effectively across cross-functional teams. Experience supporting training, mentoring, process improvements, system implementations, and leadership initiatives while maintaining compliance with company policies and regulatory requirements. 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? 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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success. To learn more about BD visit 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 CA - Irvine Laguna Canyon Additional Locations Work Shift At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You." Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed. Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role. Salary Range Information $20.10 - $32.20 USD Hourly We are the #MakersofPossible Working together, we make products that patients, families and their healthcare professionals rely on. We do this because we are committed to advancing the world of health™. But it takes the imagination and passion of all of us at BD, from manufacturing to marketing, to look at the impossible and find solutions that turn dreams into possibilities with real-life health benefits for people today, tomorrow and beyond. We make this happen, together. We are the makers of possible. 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. #J-18808-Ljbffr