BD is looking for an enthusiastic and dedicated customer experience coordinator to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.To ensure success as a customer experience coordinator, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience coordinator will be someone whose expertise results in excellent customer relationship management and a positive BD brand image.

Customer Experience

• Serve as the first point of contact for customer inquiries from healthcare professionals, procurement teams, distributors, and other customers.
• Provide timely initial responses and ensure customer requests are handled efficiently.
• Coordinate with Sales, Service, Logistics, and other internal teams to resolve customer issues.
• Track, monitor, and follow up on customer inquiries to ensure satisfactory resolution.
• Maintain accurate records of customer interactions, complaints, feedback, and resolutions.
• Support the operation and maintenance of customer experience platforms, including SFDC, Genesys, and SMAX.
• Monitor customer feedback and identify opportunities to enhance customer experience.

Service Operation

• Create, manage, and track customer service cases and work orders.
• Coordinate service engineer dispatch schedules and service-related activities.
• Support service contract administration, including service agreement maintenance and documentation.
• Process service quotations, billing requests, and related customer documentation.
• Coordinate service parts operations, including inventory handling, shipment tracking, and replacement requests.
• Maintain and update service-related data and records in business systems.
• Support the operation of service management systems, including SFDC, SAP, Customer Satisfaction Survey System, and other service platforms.
• Collaborate with cross-functional teams to ensure seamless service delivery and operational excellence.

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
• 2~5 years' experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Proficiency for Business English