Bilingual Customer Care Representative

6 months ago

Mississauga, Canada BAXTER Full time

**Vantive: A New Company Built On Our Legacy**

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.**Your Role**

In this position, you will serve as first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. You will be 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.

**What you’ll do**

Order Management
- Thoroughly documents all inquiries in adherence with company procedures.
- Redirects complex or specialized concerns to appropriate team for follow-up when applicable.
- Investigates and resolves problems related to shipment of products, returns, credits, and orders.

Business Support
- Processes and issues credits/returns
- Supports resolution of errors within GFax and EDI transactions.
- Manage sample export and input order.
- Builds relationships with cross functional teams and institutions
- Attends all required Customer Care meetings/trainings

Complaints & Inquiries
- Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.
- Performs initial data collection for product complaints, adverse events, and service complaints.

**What you’ll have**
- Minimum of 2 years’ experience in customer service
- High school diploma / bachelor's degree in related field
- Fully Bilingual in French and English
- Exceptional verbal and written communication skills
- Ability to thrive in a very fast paced environment
- Analytical and business problem solving skills along with 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.

**Nice to have**
- Bachelor’s degree preferred in life science, health science, or related discipline

**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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