Customer Care Representative

4 weeks ago

Mississauga, 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 at Baxter**:
In this role, 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. You will 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/ Inquiries
- Provides first point of contact for order entry for home patients and clinics.
- 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.
- Provides guidance and training to department new hires as needed.
- Investigates and resolves problems related to shipment of products, returns, credits, and orders.
- Meets assigned targets related to order/call management.

Business Support
- Processes and issues credits/returns.
- Sets-up new patients following outlined onboarding process and maintains records.
- Reviews and actions assigned departmental reports.
- Manages patient travel requirements.
- Recovers hardware from patients once they are off the program.
- Builds relationships with cross functional teams and clinics.
- Maintains patient prescriptions/records.
- Attends all required Customer Care meetings/trainings.
- Completes all assigned courses through Baxter training platform.

Complaints Management
- Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.
- Follows and adheres to company procedures related to complaint management

**What you'll have**:

- Minimum High school diploma
- Minimum of 2 years’ experience in customer service
- 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

**Nice to have**:

- Bachelor’s degree preferred in life science, health science, or related discipline.
- Prior experience in Health Care Industry, Basic knowledge of broad supply chain activities
- 5 years of customer service experience
- Proficient level of Baxter product and therapy knowledge.
- Bilingual in French and English, Written and Verbal

**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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