Customer Operations Manager

Becton Dickinson -Genomics
Job Location
Madison, WI

BD is a company with a strong set of Core Values that drive our culture and the way we do business — including the benefit plans we provide. We offer high-quality benefits and strive to communicate these benefits to you in a way that shows their value while expanding your healthcare knowledge. Our commitment to "Advancing the World of Health" provides us with the opportunity to create benefit plans that produce the greatest value for you and BD.

Job Description

As part of a dynamic team in an innovative, start-up environment within a larger organization, you would be responsible for managing the customer service operations for BD Genomics. This position requires a solid understanding of what it takes to build an outstanding customer service operation from the ground up. Requires excellent customer interaction of both internal business partners and external customers.

  • First point of contact for handling all inquiries (phone, e-mail, fax, …) from customers (hospital, private and clinical lab, industry, research and Academia) and our sales team.
  • High-energy and positive “can-do” approach when dealing with customers and business partners
  • Excellent communication, interpersonal, and listening skills; ability to effectively listen, acknowledge, and show calm when dealing with customers on all level issues/complaints.
  • Establish, maintain and enhance an in-depth working relationship with key customers.
  • Strive for First Contact Resolution on all queries and able to take ownership of more technical queries
    First line product support for customers to include administration of quality and regulatory documentation including industrial customers.
  • Managing Price quotes/bid responses/contract service complaints/lower level support questions by ensuring a prompt investigation and action towards our customers. Must apply good judgment and creative problem solving to resolves issues in an effective, positive and prompt fashion.
  • Must have a solid understanding of ERP systems for placing and tracking orders and managing customer and product/service interface.
    Ability to work on the day to day tactical operations as well as ability to think strategically about scaling up the operation over time.
  • Work in close partnership with internal businesses partners, e.g., manufacturing, shipping, sales, field service team, in order to contribute to the achievement of their goals.


  • Collaborative team player that communicates and integrates well with global business partners to achieve goals of the business.


  • Contribute actively to commercial & marketing initiatives/opportunities


  • Spot & actively support process improvement opportunities


  • Provide a thorough support in the Price-2-Contract flow-to customer flow.

Education and Experience:

  • BS degree in microbiology, biology, biochemistry, or other life science field.
  • A minimum of 3 years experience in a customer service/customer facing environment.
  • Understanding of order placement/customer service and support ERP system.
  • Track record of successfully managing customer inquiries and issues
  • Creative problem solver


About Our Organization

The Genomic Sciences focus area at BD Technologies is engaged in activities related to Next Generation Sequencing (NGS) and Single Cell Genomics (SCG). Technical competencies of the group span the entire NGS workflow including:

  • the collection and preparation of biological samples
  • the preparation of libraries for sequencing
  • NGS
  • bioinformatics 
  • statistical analysis of complex NGS datasets


Currently, the team is part of the global product development effort for the recently acquired BD GenCell automated NGS library preparation system. The team is also engaged in new innovation and technology development efforts in genomics and NGS-based molecular diagnostics. In partnership with BD Biosciences, the Genomic Sciences focus area is developing technologies to enable SCG from solid tumors and clinically-important rare cells circulating in blood.

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