B. Braun

  • Customer Support Representative

    Job Locations US-PA-Allentown
    Requisition ID
    B. Braun Medical Inc
    # of Openings
    Customer Service
    Position Type
    Regular Full-Time
    9:30 AM to 6:00 PM
    Corporate/Sales/ B. Braun of Canada/ BIS/ CeGat
  • Overview

    With a nationwide sales team and several manufacturing locations, B. Braun Medical has become a leading full-line supplier of healthcare products and services in the U.S. The company is committed to delivering innovative products and services with unmatched quality, superior technology, and cost-effectiveness, while maintaining environmental responsibility. Through its "Sharing Expertise®" initiative, B. Braun promotes best practices for continuous improvement of healthcare products and services. B. Braun employs over 4,500 people in the USA. B. Braun Medical Inc. began its operations in the USA in 1957. Initially, the company manufactured and sold disposable plastic syringes. During the 1980s and early 1990s, the company undertook several expansions and enlarged its product line of disposable medical devices. With the acquisition of McGaw, Inc. in 1997, including Central Admixture Pharmacy Services, Inc. (CAPS®), B. Braun dramatically broadened its product lines and services to U.S. customers.


    U.S. Facilities and Operations:


    Supporting product sales are a network of nationwide marketing and manufacturing locations. Bethlehem, Pennsylvania, is home to the U.S. Corporate Headquarters along with the marketing offices of the Hospital, Outpatient Markets (OPM), Renal Therapies, Vascular Interventional, International, and OEM Divisions. Central Admixture Pharmacy Services, Inc.(CAPS®) is also managed from this location. The nearby Allentown, Pennsylvania, facility manufactures Needle-free products, IV Safety Catheters, Anesthesia Systems, Introducers, Pharmacy Admixture products. Vascular products including Right Heart Catheters and Interventional Accessories are also manufactured in Allentown. The Irvine, California facility produces IV Solutions, Basic and Specialty Nutrition, Drug Delivery, and BTC products. Infusion Pump Systems are manufactured in Carrollton, Texas and IV administration and IV and Irrigation sets are produced in the Dominican Republic.


    Position Summary:

    Enter customer orders, research and respond to customer inquiries, track orders, communicate information to customers, sales representatives, distributor representatives, marketing, supply chain personnel, and purchasing. Generate deliveries and coordinate shipments with the appropriate warehouse.

    Responsibilities: Essential Duties

    • Interacts with external and internal customers at all levels of the company to provide information in response to inquiries about products and services.
    • Handles and resolves customer complaints using good judgment and following guidelines.
    • Receives and processes orders for B. Braun Medical Inc. products and services.
    • Validates and corrects pricing discrepancies.
    • Supplies customers with appropriate quality documents, including Certificates of Analysis and Certificates of Compliance for B. Braun Medical products.
    • Manages territory responsibilities after 3 to 6 months of practical experience.
    • Generates, monitors and analyzes reports, including back order, restricted product, allocation cancelation, delivery block, tracking and incomplete order reports.
    • Creates sales history and usage reports for customers and sales representative utilizing SAP BusinessObjects Analysis.
    • Provides release information as well as substitute product information, including product differences.
    • Informs customers about product discontinuations and manages outstanding orders for these products.
    • Works with Clinical and Technical Support regarding product complaints and executes appropriate resolution.
    • Finds a resourceful solution for every customer, involving management as needed, so that the outcome meets the needs of both the customer and B. Braun Medical Inc.
    • Manages sales and marketing request for sample products, following all state and federal requirements.
    • Utilizes SalesForce.com for retrieving product release information, sharing information and creating activities for sales.
    • Provides emergency service after hours, weekends and holidays.
    • Monitors training requirements and completes in a timely manner.
    • Follows Standard Operating Procedures.

    Expertise: Knowledge & Skills

    • Advanced computer knowledge and navigational skills
    • Proficient in MS Office, SAP and SalesForce.com
    • Advanced Excel skills preferred
    • Ability to prioritize work load and work independently a must
    • Capacity to adapt to frequent changes to product lines and processes
    • Strong verbal and written communication skills
    • Ability to work quickly and effectively with attention to detail, handle all types of situations and meet deadlines


    Expertise: Qualifications - Experience/Training/Education/Etc


    • Minimum of 3 years of Customer Support experience
    • High school diploma or GED equivalent.


    • Associates or Bachelors Degree preferred.

    While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to handle or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds.



    Braun offers an excellent benefits package, which includes healthcare, a 401(k) plan, and tuition reimbursement. To learn more about B. Braun and our safety healthcare products or view a listing of our employment opportunities, please visit us on the internet at www.bbraunusa.com Equal Opportunity Employer Minorities /Women/ Veterans/Disabled


    Through its “Sharing Expertise®” initiative, B. Braun promotes best practices for continuous improvement of healthcare products and services.


    Responsibilities: Other Duties:


    The preceding functions have been provided as examples of the types of work performed by employees assigned to this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this description are representative of the knowledge, skill, and/or ability required. Management reserves the right to add, modify, change or rescind the work assignments of different positions due to reasonable accommodation or other reasons.


    Physical Demands:


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Work Environment:


    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


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