Customer Operations Specialist

2 weeks ago

Mississauga, Ontario, Canada BAXTER Full time

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.

Your Role:


In this role, you will be executing and managing operational initiatives and programs to meet both business and strategic account operational requirements.

You will help create a sustainable competitive advantage with the expectation that you will also be able to navigate the complexities of our business in collaboration with all internal stakeholders.


What you'll be doing

  • Establish tailored operating mechanisms to meet the operational review needs of identified strategic accounts (GPO's, SSO's etc.)
  • Set up regular meetings with key customer stakeholders (internal and external) to review, align and make decisions on operational issues/requests for eg. product, availability, back orders etc.
  • Reviewing service complaints for said accounts and supporting the Complaints Lead with resolution and followup
  • Determine and implement reporting needs to facilitate decisionmaking
  • Determine and execute escalation processes for both urgent and nonurgent customer requests
  • Log and manage service complaints for these strategic account
  • Identify and implement continuous improvement initiatives across the above operating mechanisms
  • Execute and administer operational home patient programs, as required by the business.
  • Identify and implement continuous improvement initiatives within these programs
  • Responsible for process improvement solutions to solve operational and business inefficiencies by using analytical and process improvement methodologies, implementing and managing a framework that maximizes customer service by improving customer service levels and reducing overall Supply Chain costs.

What you'll have:

  • Bachelor's degree in relative field
  • 3 + years experience in Customer Care/Healthcare Operations/Marketing/Sales Support
  • Prior experience in contract management, operations or supply chain
  • Prior experience with or knowledge of JDE operating system
  • You will process a high degree of selfconfidence that will enable them to respectfully challenge current processes
  • Excellent communication along with ability to ask probing questions in order to conduct root cause analysis and identify action required
  • Ability to collect customer feedback and disseminate key information to appropriate stakeholders
  • Strong multitasking skills along with critical thinking; decisionmaking skills

Nice to have:

  • Bilingual (French & English) is an asset
LI-BAXGEN

Reasonable Accommodations

Recruitment Fraud Notice


Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information.

To learn how you can protect yourself, review our Recruitment Fraud Notice.

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