Bilingual Customer Service Representative

1 month ago

Mississauga, Ontario, Canada Baxter Full time

About Vantive

Vantive is a new company built on the legacy of Baxter, a leading provider of kidney care solutions. Our mission is to provide best-in-class care to patients worldwide, and we're looking for talented individuals to join our team.

Your Role

In this role, you will be the first point of contact for customers regarding order management, product complaints, service complaints, adverse events, and general inquiries. You will be responsible for initial intake, documentation, and distribution of customer needs as required. You will also provide independent resolution to moderately complex inquiries and investigate problems related to shipment of products, returns, credits, and orders.

Key Responsibilities

  • Provide first point of contact for order entry for both institution and home patients.
  • Document all inquiries thoroughly in adherence with company procedures.
  • Redirect complex or specialized concerns to appropriate teams for follow-up when applicable.
  • Expedites customer orders as required.
  • May provide guidance and training to department new hires.
  • Investigate and resolve problems related to shipment of products, returns, credits, and orders.
  • Handle processing and issuing credits for returns.
  • Set up new patients as per key requirements, maintain other records, and prepare customer required reports.
  • Patient management for inbound and international travel requirements.
  • Support resolution of errors within GFax and EDI transactions.
  • Manage cycler deployment process.
  • Manage sample export and input order.
  • Prepare key customer/patient metric reports and resolve.
  • Resolve customer questions and handle requests, where judgment and initiative are required to resolve and/or make recommendations.
  • Perform initial data collection for product complaints and adverse events, which may include evaluating complaints for need to investigate and coordinating sample retrieval, providing complainants resolutions (written or verbal) communication for known issues, and notification to third parties of product complaints.
  • Must be fully bilingual in English/French.

Requirements

  • Minimum of 2 years' experience in customer service.
  • High school diploma/bachelor's degree in a 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 the 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 a related discipline.
  • Prior experience in the healthcare industry.

Baxter is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy, which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our mission.

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