Customer Care

5 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.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

Your Role at Baxter:

In this role, you will be responsible for managing the Kidney Care Complaint Process and ensuring compliance and adherence to SOP’s by internal and external stakeholders. You will be required to develop and maintain a strong framework for analytics so that problems are well-defined and corrective actions put in place are effective while navigating the complexities of collaborating with our 3PL Partner. You will possess the confidence required to challenge the status quo and work with key stakeholders to develop continuous improvement opportunities within the organization.

What you'll do:

Work in close collaboration with 3rd party provider

Hold 3rd party providers accountable and establish appropriate corrective actions where KPI’s are not being met, and to prevent repeat issues leading to customer dissatisfaction.

Review and calibrate the efficacy of corrective actions through the weekly/monthly complaints process.

Escalate issues and improvements to weekly, monthly, and quarterly reviews to establish full transparency

Work in close collaboration with internal functions

Acquire a clear understanding of the primary drivers of customer dissatisfaction

Work with Baxter quality department as required to close our quality-related complaints

Work with the customer care department as required to close out customer care-related complaints

Work with customer care to ensure compliance with SOPs and identify internal opportunities for corrective and preventative actions.

Manage and participate in critical meetings with the 3PL provider and include relevant feedback as part of the monthly complaints review process.

Monitor performance vs established agreements and SOPs

Provide weekly, monthly, and quarterly analysis of service complaints logged to customer care and commercial team.

Proactively identify trends to strategically feed data-driven recommendations and improvements across the organization.

Review regional trends to provide feedback to customer care supervisors for their region meetings.

Compiling reports and managing hypercare cases.

What you'll have:

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

Hands-on experience with Data Analysis and Process improvement

Advanced in Microsoft Excel

Excellent communication skills are required to collaborate with key internal and external stakeholders and drive positive change.

Ability to ask probing questions to conduct root cause analysis and understand the primary drivers of issues

Detail-oriented: Ability to analyze data and identify improvement opportunities

Ability to influence without authority to hold our 3PL Partner accountable.

Highly effective within a virtual team environment.

Able to manage projects independently

Ability to thrive in a very fast-paced environment

Nice to have:

Bilingual - French and English - Written and Verbal

Prior experience in Pharmaceutical / Medical Device

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.

#LI-BT1

  • Customer Care Specialist

    5 months ago

    Mississauga, Canada Hoya Vision Care Full time

    **Join The Hoya Vision Care Canada Team!** For over 60 years, HOYA Vision Care has been a passionate leader in optical technology innovation. As a manufacturer of high quality, high performing eyeglass lenses, we continuously aim to bring the best possible vision care solutions to eye care professionals. We are currently hiring a **Customer Care Specialist...

  • Mandarin Customer Care Specialist

    6 months ago

    Mississauga, Canada Hoya Vision Care Full time

    **Shift: 12:00PM - 8:30PM** **SUMMARY** This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism. Positive intention and positive language are used to communicate effectively with our broad range of customers. **JOB RESPONSIBILITIES** - Receive and...

  • Customer Care Specialist

    6 months ago

    Mississauga, Canada Hoya Vision Care Full time

    **SHIFT: 12:00PM -8:30PM** **SUMMARY** This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism. Positive intention and positive language are used to communicate effectively with our broad range of customers. **JOB RESPONSIBILITIES** - Receive and...

  • Bilingual Customer Care Specialist

    6 months ago

    Mississauga, Canada Hoya Vision Care Full time

    **SHIFT: 9:00AM to 5:30PM** **SUMMARY** This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism. Positive intention and positive language are used to communicate effectively with our broad range of customers. **JOB RESPONSIBILITIES** - Receive and...

  • Customer Care Advisor

    4 weeks ago

    Mississauga, Canada Human Appeal Full time

    Customer Care Advisor Here at  Human Appeal  we have an exciting opportunity for a  Customer Care Advisor to join our team based in Canada . You will join us on a hourly basis. In return, you will receive a  competitive salary. Human Appeal is a faith-based charity that aims to abolish poverty by providing humanitarian aid, sustainable...

  • Customer Care Supervisor

    6 months ago

    Mississauga, Canada Mersen Canada Toronto Inc Full time

    **Mersen is a global expert in electrical specialties and advanced materials for high-tech industries. With more than 50 industrial sites and 16 R&D centers in 35 countries around the world, Mersen develops custom built solutions and delivers key products to its clients in order to meet the new technological challenges shaping tomorrow’s world. For over...

  • Caring Professional

    3 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company OverviewSpectrum Health Care is a leading provider of healthcare services, dedicated to delivering exceptional care and support to our clients. We offer a dynamic work environment that fosters growth, teamwork, and innovation.Estimated Salary Range: $24-26 per hour PLUS weekend and rural premiums available.Job DescriptionAs a Personal Support Worker...

  • Customer Care Coordinator

    6 months ago

    Mississauga, Canada Northern Dock Systems Inc. Full time

    **Who are we?** We are Northern Docks Systems, an industry leader in the sales, installation and service of industrial energy-efficient overhead doors and HVLS (high-volume low speed) fans. We have dedicated departments geared towards developing strategic and customized full-scale solutions to enhance safety, productivity, and efficiency for our customers...

  • Customer Care Coordinator

    3 weeks ago

    Mississauga, Canada Vodaland Canada Full time

    **Responsibilities**: Customer Care: - Provide accurate information regarding products, services, and order status. - Address and resolve customer concerns with a customer-centric approach. Customer Service (Sales Channels): - Manage customer service across various sales channels. - Handle claims and issues efficiently to ensure customer satisfaction. -...

  • Customer Care Advocate

    6 months ago

    Mississauga, Canada Filtration Group IAQ Full time

    **Customer Care Advocate/ Order Processing** Data entry and processing for all customer orders and related processes, provide timely customer correspondences and initiate the appropriate communication with all internal groups. Ability to work cross-functionally across the organization. Ensure that all Customer Care needs are met for all internal and...

  • Senior Care Operations Director

    3 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Spectrum Health Care is a reputable organization that values quality care and customer satisfaction. We are seeking an experienced Senior Care Operations Director to lead our Client Services team in providing exceptional care to our clients.About the RoleThe ideal candidate will have a minimum of 5 years of experience in the healthcare industry, with a...

  • Customer Care Supervisor

    6 months ago

    Mississauga, Canada Human Appeal Full time

    **Job Summary**: To ensure the smooth running of the department through daily supervision of agents and overseeing their performance towards agreed KPIs. Provide support to the Customer Care department by providing training and coaching and conducting regular monthly 1-2-1s for Customer Care Agents to help them to better perform their duties whilst making...

  • Customer Care Specialist

    6 months ago

    Mississauga, Canada McKesson Canada Full time

    McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care. What you do at McKesson matters. We foster a...

  • Customer Care Coordinator

    5 months ago

    Mississauga, Canada M&M Food Market Full time

    **We are looking for our next Customer Care Coordinator. Could it be you?** At M&M Food Market, our goal is to help customers succeed at mealtime and offer best in class customer service - your interactions with customers will bring this corporate mission statement and our corporate values to life. Need more details? Keep reading **The Customer Care...

  • Customer Care Specialist

    3 months ago

    Mississauga, Canada OEC Group (Canada) Full time

    **About us**: Founded in 1984, OEC Group’s global network brings forth optimal logistics intelligence, performance-driven and cost-effective strategies, keeping us on the cutting edge of the logistics industry. **Responsibilities**: **Customer Development and Account Management** - Assist in developing customer accounts and improving products and...

  • Customer Care Coordinator

    6 months ago

    Mississauga, Canada Amacon Full time

    **About Us** Driven by a passion for detail and a tradition of excellence in design and architecture, Amacon is recognized as one of Canada’s most influential real estate development and construction firms. With five decades of development and construction expertise, a precise level of design and craftsmanship is evident in all the homes and commercial...

  • Supervisor, Customer Care

    6 months 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...

  • Customer Care Coordinator

    5 months ago

    Mississauga, Canada M&M Food Market Full time

    **We are looking for our next Customer Care Coordinator. Could it be you?** At M&M Food Market, our goal is to help customers succeed at mealtime and offer best in class customer service - your interactions with customers will bring this corporate mission statement and our corporate values to life. Need more details? Keep reading **The Customer Care...

  • Customer Care Specialist

    3 weeks ago

    Mississauga, Ontario, Canada Baxter Full time

    Baxter: Revolutionizing Kidney CareWe 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...

  • Customer Care Representative

    6 months ago

    Mississauga, Canada DAVID YOUNGSON AND ASSOCIATES Full time

    *THIS POSITION IS CURRENTLY FULLY REMOTE EXCEPT FOR GIFT SHOWS* David Youngson and Associates is a business-to-business market leader in the Gifts, Home Décor, and Fashion accessories industry. For over 40 years, we have been connecting gift manufacturers from all over the world with Canadian retailers. Currently, we have a customer base of more than 10000...