Customer Service 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.

Major Responsibilities

  • Work in close collaboration with 3rd party provider:
  • Monitor performance vs established agreements and SOPs.
  • Hold the 3rd party provider accountable and establish appropriate corrective actions where KPIs are not being met and to prevent repeat issues leading to customer dissatisfaction.
  • Review and calibrate the efficacy of corrective actions thru the weekly/monthly complaints process.
  • Manage and participate in critical meetings with 3PL provider and Include relevant feedback as part of the Monthly complaints review process.
  • Escalate issues and improvements to Weekly, Monthly and Quarterly reviews to establish full transparency.
  • Work in close collaboration with internal functions:
  • Proactively identify trends to strategically feed data-driven recommendations and improvements across the organization.
  • Review regional trends to provide feedback to Customer Care Reps for their account meetings
  • Acquire a clear understanding of primary drivers of Customer dissatisfaction.
  • Work with Baxter Quality department as required to close out qualityrelated complaints.
  • Work with Customer Care department as required to close out Customer Carerelated complaints.
  • Work with Customer Care to ensure compliance to SOPs and identify internal opportunities for corrective and preventative actions.

Education Level

Required:

  • High School

Major Subjects / Specialties

Required:

  • Business
  • Customer Service
  • Knowledge of JDE operating system

Preferred:

  • Operations/Supply Chain
  • College Degree

Type of Experience

Required:

  • Customer Care, Sales Support or equivalent

Preferred:

  • Customer facing experience in a sensitive environment
  • Experience working with a 3PL
  • Analytics
  • Process improvement
  • Supply Chain

Years of Experience

Require:

  • 3 years in Customer Care/Healthcare Operations/Marketing/Sales Support
  • 1+ years of entry level sales and/or direct customer experience

Preferred:

  • Experience influencing without authority

#LI-AR1

#IND-CA

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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