Rep 2, Customer Care

About the role

The Field Action Operations Support Coordinator provides administrative and customer communication support for Field Action/Recall activities. The role is responsible for accurate data collection and entry, preparation and physical mailings of customer notifications, customer follow-up, and documentation of Field Action activities. This position interacts with both internal and external customers through phone calls, email, and physical mailings. The successful candidate will demonstrate strong communication skills, attention to detail, professionalism, and the ability to appropriately route or coordinate resolution of customer inquiries. Training will be provided.

Responsibilities

• Prepare Field Action/Recall customer communications, including printing notification letters and shipping labels, assembling and sealing envelopes, and preparing materials for mailings.
• Conduct outbound calls to customers to verify receipt and acknowledgment of Field Action notifications.
• Respond to and triage customer inquiries, identify the appropriate resource or department for resolution, and help minimize unnecessary customer handoffs.
• Coordinate inquiries involving multiple departments and follow up with customers, as appropriate, to support resolution.
• Navigate customer organizations, including large hospital, medical facility, and pharmacy environments, to identify the appropriate contact responsible for acknowledging or responding to Field Action notifications.
• Maintain accurate and detailed records of inbound and outbound customer communications, including contact names and titles, communication outcomes, product disposition information, and other relevant details provided by the customer.
• Perform thorough and accurate data entry, including maintaining information in Microsoft Excel and other applicable systems or trackers.
• Escalate customer concerns, complex inquiries, or issues requiring additional support to the appropriate level of management.
• Follow established BD policies and procedures when performing assigned responsibilities.
• Perform other duties as assigned based on business needs.

Requirements

• Strong Microsoft Excel/Outlook skills
• Experienced in customer service or complaint intake
• Self-motivated
• Experience in regulated industry is a plus
• Associate degree preferred
• High school degree required

Skills

• Familiarity with medical device quality systems and applicable regulatory requirements, including 21 CFR Part 820 and ISO 13485, preferred
• Familiarity with Canadian requirements applicable to medical devices and drugs, preferred
• Proficiency in Microsoft Office applications, particularly Word and Excel
• Strong verbal and written communication skills
• Professional telephone etiquette and email correspondence skills
• Ability to communicate effectively with customers in hospital, healthcare, and pharmacy environments
• Strong attention to detail and commitment to accurate recordkeeping
• Ability to organize and prioritize multiple tasks and customer inquiries
• Ability to identify when an issue requires escalation or assistance from another function
• Self-motivated and able to work effectively with minimal supervision
• Strong customer service and problem-solving skills
• Ability to follow established procedures and work processes consistently

Physical demands

• Ability to sit and work at a computer workstation for extended periods
• Frequent use of a computer, keyboard, mouse, telephone/headset, and other standard office equipment
• Regular use of communication tools, including telephone calls, online meetings, email, and video conferencing
• Ability to perform repetitive administrative tasks, including data entry, outbound calling, printing, folding, stuffing, sealing, and labeling customer communications
• Ability to maintain regular and predictable attendance consistent with business and operational requirements

Work environment

Onsite office/cubicle environment at 1 Becton Dr, Franklin Lakes, NJ, five days per week, 40 hours per week. Work includes frequent telephone and computer-based communication and may involve moderate office noise. Role requires routine interaction with internal teams and external customers. Candidate must be able to travel to and from the work site.

Schedule

1st shift, Monday–Friday, 8 hours/day, 40 hours/week, 8:30 a.m. – 5:00 p.m. with flexibility based on business needs.

Pay

Bill rate not to exceed $42.00 per hour; no exceptions.