Customer Care Representative (12 months contract)

at  Baxter

THIS IS WHERE YOU SAVE AND SUSTAIN LIVES

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.
Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

SUMMARY

Applies subject matter expertise and technical subject matter expertise to the customer service back office functions in order to ensure gold standard customer service is delivered to both institution and home patient customers/patients. The incumbent serves as first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. Responsible for initial intake, documentation, and distribution of customer need as required. Provides independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products, returns, credits and orders.

EDUCATION LEVEL

Required:

• High school diploma

Preferred:

• Bachelor’s degree preferred in life science, health science, or related discipline.

TYPE OF EDUCATION

Required:

• Business

Preferred:

• Health Sciences
• Technical

TYPE OF EXPERIENCE

Required:

• Customer Service experience

Preferred:

• Health Care Industry
• Basic knowledge of broad supply chain activities

YEARS OF EXPERIENCE

Required:

• Minimum of 2 years experience in customer service and administrative tasks.

Preferred:

• 5 years of customer service experience and administrative tasks.

ADDITIONAL SKILLS / SPECIAL TRAINING / TECHNICAL SKILLS

Required:

• Exceptional verbal and written communication skills
• Ability to thrive in a very fast paced environment
• Analytical and business problem solving skills
• Ability to facilitate and manage change
• Strong organizational and interpersonal skills.
• Ability to ask the right questions and lead conversations.
• Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).
• Strong ability to multi-task.
• Strong orientation for metrics

Preferred:

• Proficient level of Baxter product and therapy knowledge.
• Bilingual in French and English, Written and Verbal

MAJOR RESPONSIBILITIES / ACTIVITIES

• Provides first point of contact for all customer inquiries and product/service complaints through phone, fax, email, or online.
• Provides first point of contact for order entry for both institution and Home Patient.
• Thoroughly documents all inquiries in adherence with company procedures.
• Redirects complex or specialized concerns to appropriate team for follow up (e.g. – medical inquiries, technical product support) when applicable
• Expedites customer orders as required.
• May provide guidance and training to department new hires
• Investigates and resolves problems related to shipment of products, returns, credits, and orders.
• Handle processing and issuing credits for returns.
• Sets-up new patients as per key requirements, maintains other records, and prepares customer required reports
• Patent management for inbound and international travel requirements
• Supports resolution of errors within GFax and EDI transactions
• Manages cycler deployment process
• Manage sample export and input order
• Prepares key customer/patient metric reports and resolves
• Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.
• Perform initial data collection for product complaints and adverse events which may include:
• Evaluate complaint for need to investigate and coordinate sample retrieval
• Provide complainants resolutions (written or verbal) communication for known issues
• Notification to third parties of product complaint