Customer Care Representative

**Job Description Summary**: As Customer Care Representative you will be part of the Process Excellence team. This team is in charge of the back office processes. You will be carrying out processes such as order allocation, billing, product returns...

The goal of this team is to simplify process and standardize between the different BUs with the greatest customer satisfaction.

**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.

**Why join us?**:
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a **maker of possible** **with us

**Our vision for Customer Services at BD**:
Customer Services is a strategic partner to both our customers and businesses and focus on creating exceptional customer experiences and generates revenue growth.

**About the role**:
**As Customer Care Representative you will** **be part of the team in charge of resolving disputes. Within the Process Excellence team. The goal of this team is to optimize the dispute resolution process. Focus on the company's objective and look for strategies to resolve the greatest number of disputes, in the shortest time and with the greatest customer satisfaction, reducing cases of incorrect resolution that involve re-solving the error.

**6 month contract**

**Main responsibilities will include**:

- Contact with internal and external customers to identify discrepancies and find a solution
- Service Claims intake: Register the service claim being reported by a customer in the appropriated system. Try to provide a resolution to the customer at the moment of the service claim report.
- Transactional activities: Process debit and credit notes in SAP4H and LOTS. Return product process in ERP.
- Follow Regulatory and Quality requirements
- Partnership with Business and Customers
- Participate in projects: Continuous improvement: Working together with the Customer Service CI responsible and Customer Service Team Leader, and Sales Force, provide input to identify areas needing improving (ie: customers having more order discrepancies,) Participate in the continuous improvement activities/projects identified. Participate/provide input in projects when required. These projects could be local, regional or global. Participate on the roll-out of projects

**About you**:

- Bachelor’s degree (desired on life sciences and/or bioscience) or equivalent.
- Experience in customer service roles.
- Advanced English language. Portuguese language (a plus)
- Advanced knowledge on excel and analytic tools
- Experience with SAP, LOTS (AS400) and SalesForce is a plus.
- A hands-on and solution-oriented mentality that results in a pro-active approach
- Communication and interpersonal skills. Customer oriented. Growth mindset. Teamwork

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.

**Primary Work Location**: ESP San Agustin del Guadalix

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