Junior Customer Quality Relations Representative

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Job Description Summary

The Junior Customer Quality Relations Representative (JCQRR) ensures the complaint management process and other quality elements interacting directly with customers are efficient and visible enough to meet EMEA customers’ expectations. This position is responsible for developing customer relationships, interfacing directly with customers, managing their requests about quality elements, partnering with applicable business units and suppliers for issues resolution, and proposing analysis and presentation of product/performance data.

Job Description

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.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. 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.

Job Responsibilities

• Serve as a single point of contact for assigned Strategic Customers and/or other customers as assigned for quality engagements and escalations.
• Organize service & routine quality metrics to provide based on customer preferences / segmentation.
• Monitor complaint handling process involving the Complaint Center (HCL) and Designated Complaint Handling Units as required for timely entry, appropriate investigations, adequate responses, and status updates.
• Conduct quality assurance checks on the Complaint Center to ensure compliance with established standards and customer expectations.
• With guidance and supervision drive complaint handling process improvements. Harmonize and simplify processes in alignment with global strategy. Create, update, and maintain Work Instructions (WIs) to ensure compliance.
• Handle incoming requests about Quality elements, from customers, end users, sales organizations, and other stakeholders, aiming towards a high level of customer satisfaction, asking for advice if needed.
• Document any customer request about complaints previously raised and liaise with internal stakeholders to take a required course of action; communicate with the customer to ensure full resolution of the request. Maintaining records of customer concerns to better address future concerns. Collaborates with more experienced colleagues to complete if needed.
• Assist in carrying out projects (CAPA/CI) associated with CQR processes, cross-functional Regional Quality processes and/or business unit projects and Customer process improvements.
• Follow the guidelines established either in local or in corporate QMS documents, including abiding the responsibilities of the granted role(s). Can participate in creating quality documents according to the requirements described in Quality Management System documentation, if needed.
• May perform other duties as required.

Education And Experience

• BS or MS degree.
• Experience in a customer-facing environment is a plus.
• Experience in pharmaceutical or medical device industries or equivalent is a plus.

Knowledge And Skills

• Basic knowledge of the Medical Device Industry and customer expectations.
• Strong interpersonal, organization, communication, and presentation skills.
• Capable of following instructions and completing assigned tasks with guidance and supervision.
• Act as a key contributor in a complex environment and work independently with Direction provided.

Click on apply if this sounds like you!

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.

To learn more about BD visit: https://bd.com/careers

Salary Range Information

62 200,00 zł - 105 700,00 zł PLN Annual

Seniority level

Not Applicable

Employment type

Full-time

Job function

Other

Industries

Biotechnology Research, Medical Equipment Manufacturing, and Research Services

Primary Work Location: POL Wroclaw - Legnicka

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Benefits and Compensation

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You. Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility.