Senior Customer Service & Order Resolution Lead

Becton Dickinson; Irvine (CA); On-site; USD 28,000 - 44,000; Full time

Job summary

BD (Becton, Dickinson and Company) in Irvine, CA, is seeking an experienced Customer Service Specialist to manage orders, returns, billing adjustments, and recalls, ensuring timely resolution and customer satisfaction.

You will work with ERP systems (SAP, JDE, Oracle), handle high volumes via phone and email, collaborate with Supply Chain, and mentor new teammates while supporting process improvements and SOX-compliant documentation.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 5 years of customer service, order management, or related experience.
• Experience working with ERP systems such as SAP, JDE, Oracle, or similar platforms.
• Demonstrated ability to manage high volumes of customer interactions via phone and email while maintaining professionalism and service excellence.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Manage customer orders, returns, billing adjustments, recalls, and account assignments for internal and external customers, ensuring timely resolution and customer satisfaction.
• Process and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and internal teams.
• Independently investigate and resolve complex customer issues through root cause analysis and corrective action.
• Process customer returns and monitor completion through product receipt and resolution.
• Prepare and maintain documentation supporting customer credits in compliance with SOX requirements.
• Partner with Supply Chain and Operations teams to monitor inventory availability and proactively communicate impacts to customers and Sales.
• Coordinate with warehouse personnel regarding shipping changes, inventory counts, and order fulfillment activities.
• Train, mentor, and provide guidance to new and existing team members.
• Support process improvement initiatives, system enhancements, and special projects to improve customer experience and operational efficiency.

Skills

Customer service

Data analysis

Communication

Education

High School Diploma or equivalent

Tools

SAP

JDE

Oracle

Job description

BD (Becton, Dickinson and Company) in Irvine, CA, is seeking an experienced Customer Service Specialist to manage orders, returns, billing adjustments, and recalls, ensuring timely resolution and customer satisfaction.

You will work with ERP systems (SAP, JDE, Oracle), handle high volumes via phone and email, collaborate with Supply Chain, and mentor new teammates while supporting process improvements and SOX-compliant documentation.