Senior Customer Service Rep

BD is a global medical technology company advancing healthcare through innovative medical technology products. The Senior Customer Service Rep manages customer orders, returns, billing adjustments, consignment conversions, and complex customer issues while coordinating with internal teams to ensure timely resolution and customer satisfaction. The role also supports reporting, compliance documentation, training, process improvements, and operational efficiency.

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

Requirements:

• 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
• 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