Customer Success Associate

**Job Description Summary**: As the Customer Success Associate, you will be required to listen and address commercial and customer feedback and use this valuable information to handle concerns, to proactively get ahead of problems and to drive continuous improvement. In this role, you will interact directly with both internal and external customers to support operational health, consignment, customer inventory reconciliation and sample replenishment. You will be the primary point of contact for sales and marketing to assist with product availability, supply and allocation, order status, claims and other elements that contribute to the customer journey. You will be expected to provide a concierge level of customer and sales support in an efficient and courteous manner while fostering a team environment.

**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.

**Key responsibilities will include**:

- Provide timely and accurate information to customers regarding their order status and/or product information requests according to established department and intra-departmental policies and procedures
- Support “one call resolution” - assess issues, recommend appropriate solutions, and execute
- Partner with business leads, marketing, and sales representatives to meet and exceed customer needs and to triage and support critical escalations and service inquiries
- Track and monitor new issues, resolution status, root cause and improvement opportunities
- Coordinate handoff across functions and regions to drive resolution to commercial and operational challenges
- Support allocation processes and requests to meet business needs (ex. allocations, supply re-prioritization, and execution)
- Provide white glove service to support critical commercial accounts (shipment tracking, air/expedited shipment coordination, claims, inquiry escalations), as required
- Partner with local functional teams to understand root cause of issues and to drive resolution (supply chain, customer service, claims, transportation, distribution, distributor relations, quality etc.)
- Escalate concerns with next level management to drive action and assist in identifying efficiency and customer experience improvements
- Provide support for the development and implementation of continuous improvement initiatives associated with inventory control, consignment, evaluations, samples, returns and supply
- Manage the sample replenishment process with our 3PL
- Responsible for running performance reports and metrics, and providing operational support to supply chain and customer experience functions and initiatives
- Provide support and coverage to the Consignment Specialist and other customer experience team members, as required

**To be successful in this role, you require**:

- Strong teamwork and collaboration skills with excellent interpersonal, written, and verbal communication skills
- Strong business acumen and passion towards excellent customer experience both internally and externally
- Able to multi-task and prioritize workload and able to work within short timelines
- Demonstrated problem-solving, critical thinking and analytical skills
- Strong documentation skills including attention to detail, well organized and solution oriented
- Works well in a fast paced, dynamic environment and under pressure
- Ability to work well cross-functionally with other departments

**Education and experience**:

- Completed College Diploma or University Degree - Supply Chain Management or Business preferred
- Sales Support and/or Customer Service experience preferred
- Bilingual, French, and English (read, write, speak) (an asset)
- Strong proficiency with Microsoft Office tools (Outlook, Excel, PowerPoint)
- Experience with ERP systems (JD Edwards and SAP preferred)
- Experience with Salesforce (or other CRM software) (an asset)

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