Customer Care Specialist

2 weeks ago


Mississauga, Ontario, Canada Baxter Full time

Baxter: Revolutionizing Kidney Care

We are seeking a skilled Customer Care Specialist to manage the Kidney Care Complaint Process and ensure compliance with SOPs. In this role, you will be responsible for developing and maintaining a strong framework for analytics, collaborating with our 3PL Partner, and driving continuous improvement opportunities.

Key Responsibilities:

  • Work closely with 3rd party providers to resolve complaints
  • Hold 3PL providers accountable for meeting KPIs
  • Review and calibrate corrective actions through weekly/monthly complaints process
  • Escalate issues and improvements to weekly, monthly, and quarterly reviews
  • Collaborate with internal functions to identify root causes of customer dissatisfaction
  • Work with the quality department to close quality-related complaints
  • Manage and participate in critical meetings with the 3PL provider
  • Monitor performance vs established agreements and SOPs
  • Provide weekly, monthly, and quarterly analysis of service complaints

Requirements:

  • Minimum bachelor's degree in Business Management or Supply Chain/Operations
  • Minimum 2 years of experience in complaint resolution within customer service
  • Customer-facing experience in a sensitive environment
  • Experience working with a 3PL


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