Customer Service Representative III

BD; El Paso (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

Waters is seeking a Customer Service Representative III to provide advanced support for scientific products and services. You will handle complex inquiries, document interactions, and ensure regulatory compliance across FDA/ISO/HIPAA guidelines.

The role emphasizes cross-functional collaboration with Supply Chain and Commercial Operations, order accuracy, and timely delivery. On-site presence and a fast-paced environment are required for success.

Qualifications

• 3–5 years of experience in a customer service role, preferably in life sciences or related field.
• High School diploma or GED required or with related experience.
• Proven ability to handle complex inquiries and resolve issues independently.
• Excellent verbal and written communication; able to explain technical information clearly.
• Knowledge of CRM software (Salesforce) and ERP systems (SAP ECC, S/4HANA).
• Strong problem-solving, data entry, and attention to detail.

Responsibilities

• Create and manage ERP change requests to support end-to-end order fulfillment.
• Review and input customer orders from all channels, ensuring accuracy and compliance.
• Validate orders before creation to prevent downstream errors.
• Manage shortages, backorders, and allocations with Supply Chain for on-time delivery.
• Handle exceptions, credits, rebills, and returns per policy.
• Work with Supply Chain and COM to support product launches and promotions.
• Maintain professional customer interactions across channels and document contacts.

Skills

Communication

CRM software

ERP knowledge

Problem solving

Attention to detail

Microsoft Office

Education

High School diploma or GED

Tools

Salesforce

SAP ECC/S4HANA

Job description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We Are The People Who Give Possibilities PurposeBD 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.

Job Description

Job Summary: The Customer Service Representative III at Augusta Life Sciences US OpCo I LLC is responsible for providing advanced customer support, resolving complex inquiries, and maintaining high levels of customer satisfaction for our scientific products and services.

Job Responsibilities

• Create, manage, and maintain ERP system requests to support end-to-end order fulfillment, encompassing customer service, manual allocation, electronic order error correction, order creation, and order inquiry execution.
• Receive, review, and input customer orders submitted through all approved contact methods, ensuring accuracy, completeness, and compliance with established requirements.
• Validate customer orders prior to order creation, confirming or correcting details to prevent downstream errors.
• Manage short supply situations, backorders, and manual allocations, partnering with Supply Chain to optimize service levels and on time delivery.
• Input and manage orders for exception or specialty products requiring additional controls or special
• handling, including credits, rebills, and returns, in accordance with company policies and procedures.
• Collaborate closely with Supply Chain and Commercial Operations (COM) partners to support on-time delivery, promotional activity, and product launches.
• Deliver professional, courteous, and solution-oriented customer interactions across all contact channels; compose timely and accurate written and verbal responses, document all contacts in designated systems, and consistently meet or exceed order accuracy, turnaround time, and productivity standards in compliance with company and regulatory requirements.
• Resolve product and service complaints in accordance with company guidelines and FDA, ISO, cMDR, and HIPAA regulations, escalating potentially serious incidents, compliance concerns, and customer complaints to management in a timely manner.
• Participate actively in team meetings, departmental projects, and continuous improvement efforts.

Job Qualifications

• 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. Relevant experience strongly preferred.
• 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.

Knowledge And Skills

• Knowledge of Supply Chain Management: Experience in leading or participating in cross-functional projects.
• Knowledge of Customer Support software: Familiarity with phone systems, ERP, and workforce management.
• Customer Focus and Service: Skills in data entry, listening, excellent oral and written communication, critical thinking, relationship building, savvy people skills, problem solving, strong team orientation and interpersonal skills.
• Proven ability to Multi-task: Successfully manage several diverse responsibilities in a timely and accurate manner.
• Critical Thinking: Ability to analyze data and think outside the box.
• Attention to detail paramount
• Continuous and Versatile Learner

At Waters, 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 Waters, 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.

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Why Join Us?

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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

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

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.

Required Skills

Optional Skills

Primary Work Location

USA TX - San Antonio

Additional Locations

USA TX - Austin, USA TX - El Paso - Northwestern Dr., USA TX - El Paso - Plaza Circle, USA TX - McAllen (Reynosa)

Work Shift

US BD 1st Shift 8am-5pm (United States of America)