Demo

Sr. Customer Experience (Cx) Specialist - Contract Operations (Hybrid)

BD
BD Salary
Franklin, NJ Full Time
POSTED ON 1/29/2025
AVAILABLE BEFORE 4/29/2025

Job Description Summary

Reporting to the Sr. Manager, Contract Operations, this position functions as the liaison between Business Units, customers, and other internal functions to problem solve with a continuous improvement mindset. Responsible for removing challenges and hurdles experienced by customers, business unit leaders, and sales associates when interfacing within the BD matrix. Collaborates with internal and external stakeholders to provide Contract Operations expertise in process, systems, and policies to ensure effective work procedures are implemented to quickly resolve contract pricing and / or membership related gaps. Seeks and implements efficient ways to ensure improved cycle and response times. This role will support price accuracy across all customer segments. This associate will have opportunity to collaborate with team members to standardize audits and support overall efficiencies in pricing accuracy within Contracting Operations.

Candidate must have a growth mindset, a powerful desire for continuous improvement, and an “attitude for better.” Candidate should also have effective communication, technical, and organizational skills and be accountable for tracking and achieving key metrics.

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 creativity 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 ground-breaking 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.

Essential Responsibilities

Subject Matter Expertise :

An expert in Contract Price and Membership management in identified ERP.

Runs the addition and removal of member accounts from agreements efficiently across multiple ERP platforms (SAP Vistex, JDE), demonstrating BOTs and other automation.

Conduct root cause analysis and resolve error prevention solutions.

Document, maintain, and centralize any membership related pricing exceptions into contracting playbooks.

Provide SME to help drive the design and implementation of solutions that improve accuracy, timeliness, and efficiency in contracting set-up / maintenance processes.

Ensure adherence to regulatory (SOX), business and department guidelines, policies, and procedures.

Collaboration :

Collaborate with Claims and Account Receivables on any pricing issues requiring credit and rebills, copies of credit memos, etc.

Collaborate with cross functional operations teams (Offer Development, Analytics, Chargebacks, Customer Care, etc.) to investigate and resolve pricing related matters.

Facilitate and lead external / internal calls to quickly gather vital details to resolve stakeholder and customer requests timely.

Identify and share data insights with key business stakeholders to address existing issues / gaps resulting from local and / or GPO contract price offerings and propose viable solutions.

Act with an enterprise-wide view, ensuring broader considerations and the customer experience are contemplated.

Bring up to Contract Operations leadership when deadlines will not be met.

Leadership :

Primary Point of Contact for supported Business Units for process issue determination, impact and resolution for sales leaders and customers as it relates to customer contract pricing.

Implement opportunities to improve the overall customer experience.

Understand and support business and membership strategies to optimally communicate customer pricing eligibility on GPO and / or local agreement requests.

Participate and support Continuous Improvement projects and organization initiatives.

Be accountable for key metrics, KPI’s (key performance indicators), SLA’s (service level agreements), and Individual Impact Goals to meet the strategic goals of the organization.

Influence without authority across enterprise to find and operationalize solutions

Qualifications

BA / BS or equivalent experience of 4-6 years' experience with 2 years of commercial contract operations experience required.

2-4 years’ experience in commercial contract operations and / or related areas required

General understanding of end-to-end commercial processes, including customer pricing required

Proven understanding and / or experience with Claims and Accounts Receivables

Excellent understanding of SAP, JDE & BI preferred

Advanced Excel skills required with the ability to manipulate large data to draw insights, apply Data Mining tools; SAP BI, Power BI, & QlikView preferred

Strong organizational and prioritization skills

Effective communication skills

Comfortable interacting with many levels of management, sales, and end customers

Must be motivated, self-directed, and able to work with minimal direction.

Effectively builds and maintains strong cross-functional business partner relationships.

Demonstrates a growth mindset to identify opportunities for continuous improvement to drive value.

Key Competencies

Process Effectiveness

Stakeholder Engagement

Strategic Partnership and Customer Support

Accountability and Empowerment

Analytical and Problem-Solving Orientation

Working Across Functions

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.

To learn more about BD visit

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.

earlycareer

Required Skills

Optional Skills

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

USA GA - Covington BMD, USA IL - Vernon Hills

Work Shift

US BD 1st Shift 830am-5pm (United States of America)

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Sr. Customer Experience (Cx) Specialist - Contract Operations (Hybrid)?

Sign up to receive alerts about other jobs on the Sr. Customer Experience (Cx) Specialist - Contract Operations (Hybrid) career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$85,565 - $116,579
Income Estimation: 
$101,776 - $157,072
Income Estimation: 
$70,104 - $88,661
Income Estimation: 
$93,047 - $115,481
Income Estimation: 
$93,047 - $115,481
Income Estimation: 
$123,549 - $155,639
Income Estimation: 
$123,549 - $155,639
Income Estimation: 
$157,851 - $201,421
Income Estimation: 
$130,855 - $166,744
Income Estimation: 
$170,283 - $216,290
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at BD

BD
Hired Organization Address Warwick, RI Full Time
Job Description Summary Job Description We are the makers of possible BD is one of the largest global medical technology...
BD
Hired Organization Address Sandy, UT Full Time
Job Description Summary We are the makers of possible BD is one of the largest global medical technology companies in th...
BD
Hired Organization Address Franklin, NJ Full Time
Overview: Job Description Summary Medication Delivery and Vascular Care Solutions (MDVC) is a platform within the Medica...
BD
Hired Organization Address Covington, GA Full Time
Job Description Summary The IDOC Administrator is responsible for reconciling the WMS to ensure accuracy in inventory co...

Not the job you're looking for? Here are some other Sr. Customer Experience (Cx) Specialist - Contract Operations (Hybrid) jobs in the Franklin, NJ area that may be a better fit.

Sr. Customer Experience (Cx) Specialist – Contract Operations (Hybrid)

7107 C.R. Bard, Inc. (Cov Ledger), Franklin, NJ

Customer experience

Five Below, Ramsey, NJ

AI Assistant is available now!

Feel free to start your new journey!