Contract Specialist, Customer Operations

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.

**Duties and Responsibilities**:

- Contract portfolio as assigned
- Generate expiry reports, analyze data, and liaise with Sales, Marketing and Customer Intelligence to ensure contracts are renewed in a timely manner. Ensure contract renewals are completed with approved pricing in adherence to the approval and signing authority processes as well as Distributor terms and conditions
- Product discontinuations and Recalls
- Ensure all contract product additions and membership maintenance changes are actioned in a timely manner and done in accordance with agreement terms and conditions
- Reconcile contract membership conflicts
- Manage communications with Sales and external customers (Distributors, Group Purchasing Organizations, and Direct Customers) regarding contract pricing and membership
- Liaise with Customer Service to address any contract or pricing related inquiries to ensure a high level of customer service and minimize order management pricing discrepancies
- Support billback claim processing by immediately addressing contract errors to ensure claims are processed in a timely and complete manner to produce accurate sales reporting
- Lead communications with Distributors for an assigned portfolio to ensure that their contract pricing system is accurate to minimize claim processing errors. Follow-up to ensure prompt reconciliation of discrepancies
- Provide Level 1 Support; a 48-hour turnaround time including: contract membership additions, product additions and Customer Service order management issues
- Develop tools to support team members to make their day-to-day tasks more efficient and effective

**Qualifications**:

- College or University degree preferred
- Bachelor’s Degree in Business or related discipline an asset
- MS Office - intermediate to advanced Excel required.
- 2+ years Vistex (Contract/Billback/Chargebacks) experience
- 3-5 years experience SAP
- JDE, ModelN and i5 experience an asset
- Power BI experience an asset
- Bilingual (English & French) is an asset

**Key Competencies**:

- Strong team player and collaborator with excellent interpersonal, written, and verbal communication skills
- Strong business acumen and passion towards excellent customer service both internally and externally
- Excellent organizational and passion for process management and continuous improvement
- Demonstrated problem-solving and analytical skills, able to make informed decisions
- Strategic thinker with ability to influence cross-functional teams without authority
- Strong documentation skills including attention to detail, excellent follow-up skills and action oriented
- Thrives in a fast paced, dynamic environment, works well under pressure and a quick learner
- Appreciates constructive feedback and strives for improvement
- Flexibility and ability to balance competing priorities, projects and able to work within tight timelines under pressure
- Able to multitask and prioritize workload
- Good understanding of contract management, billbacks, and customer support.

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?**

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.

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