BD (Becton, Dickinson and Company) US Retail Customer Experience Professional in San Diego, California
Job Description SummaryPrimary responsibilities include customer quote and order management; monitoring accounts receivable balances; perform collection functions on assigned account; resolve customer issues related to non-payment; conduct payment negotiation. Escalates accounts as necessary. Works closely with US retail Marketing, Contracts, Billing, Cash Apps. to identify and resolve issues affecting timely payment.
Other key job functions to include the following; maintain our Culture with a positive team environment. Assist peers as necessary or as directed by Sr. PS or SupervisorManager.
Specific Duties, Activities, and Responsibilities
A. Order Management Activities
Proactively manage incoming requests through a group mailbox Interpret customer purchase orders and enter sales order into SAP Handle product discrepancies and resolution from SAP Process debit memos and returns Advise on order status including order tracking and POD (proof of delivery) Meet or exceed SLAs (service level agreement) established for department Collaborate, create and maintain process documentation Reconcile orders within SAP on an ongoing basis
B. Customer support and collection Activities
Collect customer payments in accordance with payment due dates Communicate with customers in a positive and friendly manner Identify issues attributing to account delinquency Work closely with FIT Analyst as needed per project Maintain appropriate documentation of issues in the SharePoint/FCC notes system Perform reconciliations as necessary to resolve issues affecting timely payment Negotiate payment plans on delinquent accounts Review and monitor assigned accounts and all applicable collections reports Provide timely follow up on payment arrangementsplans and commitments Maintain required level of documentation on collection and support effortsefforts Escalate delinquent accounts as per the Escalation Protocol Complete all reports on delinquent accounts by the established deadlines
Specific Daily Activities
Prioritize customer orders, requests, and inquiries
Monitor and follow up on the status of TBDA’s/RMA’s/CSO’s/Reverse BNL’s
Create and send manual invoice(s) electronically or overnight mail following our SOX protocol
Research Operational issues with field personnel
Monitor accounts in the Escalation Protocol for payment or credit risk
Work with Database/FIT to correct entry errors and correct iinvoice(s) as necessaryccordingly
Interpret and apply systems knowledge and tools to manage customer requests
Work with moderate supervision/guidance and is accountable for individual results that impact the team
Proactively communicate and propose innovative solutions to management
B. General Responsibilities
Work with Senior and other members of the department to insure process and policy consistency and effectiveness among areas Proactively seek ways to improve the accuracy and efficiency of Pyxis processes Maintain a general knowledge of all BD Pyxis products Perform other duties as requested
Maintain a consistent work schedule in order to establish reliability with co-workers and peers Eliminate negativity by discouraging dissension and complaints directed at other employees / departments. Focus constructive criticism where necessary through proper channels Set a positive example for co-workers and other employees by maintaining a positive attitude and professional demeanor at all times
Reports to: Portfolio Sr. Manager
Education: BA, BS or equivalent with business, accounting, or finance emphasis a plus
Experience: 3+ years in commercial collections, account reconciliation, contracts or order management preferably in a manufacturing environment
Knowledge / Skills: Very strong interpersonal skills; eager to learn beyond job duties; confident in decision making; positive attitude; excellent time management; tact, persistence, and patience; very strong customer service orientation; excellent follow through; strong verbal and written skills; working knowledge of spreadsheets and word processing, familiarity with computerized accounting / accounts receivable and order entry systems. SAP experience a plus.
Physical / Mental: Manage changing priorities and multiple responsibilities, work extended hours, make decisions under pressure, work effectively in a team environment.
Work Environment: Professional office environment with heavy customer as well as internal demands. Hectic active workday with constantly shifting priorities. Open team environment. Very limited travel.
Primary Work LocationUSA CA - San Diego Bldg A&B
Work ShiftNA (United States of America)
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.