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About the Role
The Customer Service Representative III is responsible for providing advanced customer support, resolving complex inquiries, and maintaining high levels of customer satisfaction for scientific products and services.
Responsibilities
- Create, manage, and maintain ERP system requests to support end-to-end order fulfillment.
- Receive, review, and input customer orders submitted through all approved contact methods.
- Validate customer orders prior to order creation.
- Manage short supply situations, backorders, and manual allocations.
- Input and manage orders for exception or specialty products requiring additional controls or special handling.
- Collaborate closely with Supply Chain and Commercial Operations (COM) partners.
- Deliver professional, courteous, and solution-oriented customer interactions across all contact channels.
- Resolve product and service complaints in accordance with company guidelines and FDA, ISO, cMDR, and HIPAA regulations.
- Participate actively in team meetings, departmental projects, and continuous improvement efforts.
Requirements
- Minimum of 3-5 years of experience in a customer service role, preferably within the life sciences, biotechnology, or a related scientific industry.
- High School diploma or GED.
- Proven ability to handle complex customer inquiries and resolve issues independently.
- Excellent verbal and written communication skills with the ability to explain technical information clearly and concisely.
- Knowledge of CRM software (e.g., Salesforce) and ERP systems (e.g., SAP ECC, S/4HANA preferred).
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Demonstrated empathy and a strong commitment to customer satisfaction.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required.
Skills
- Knowledge of Supply Chain Management
- Knowledge of Customer Support software
- Customer Focus and Service
- Proven ability to Multi-task
- Critical Thinking
- Attention to detail
- Continuous and Versatile Learner
Location
- USA TX - San Antonio
- USA TX - Austin
- USA TX - El Paso - Northwestern Dr.
- USA TX - El Paso - Plaza Circle
- USA TX - McAllen (Reynosa)
Work Type
- On-site collaboration
- 4 days of in-office presence per week
Experience Level
- 3-5 years of experience
Education Level
- High School diploma or GED
About the Company
- Waters Corporation (NYSE: WAT) is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service.
- BD is one of the largest global medical technology companies in the world.
- Advancing the world of health™ is our Purpose.
- We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture.
- To learn more about BD visit https://bd.com/careers.
Equal Opportunity
- Becton, Dickinson, and Company is an Equal Opportunity Employer.
- We evaluate applicants without regard to 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, and other legally protected characteristics.