Customer Care Specialist
2 weeks ago
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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