Supervisor, Customer Care

3 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 be directly manage and support, through staffing and talent management processes, a staff of customer service employees related to a segment or segments of the organization's customer-facing operations. This position is accountable for ensuring that customer orders, returns and credits, complaints, requests, etc. are resolved in a timely, accurate, and cost-effective manner upon the first request.

What you'll be doing:

Employee coaching - Achieve customer care business objectives by effectively coaching and developing the customer care team, through the following activities:

Ongoing performance management through feedback on previous day’s performance

Hiring and onboarding of new team members

Executes Performance Improvement Plans, as required

Decision-making on phone coverage schedules (shifts, breaks, lunches, vacations,etc.)

HR Administrative Processes (ie.PRCP, ACR, Talent Calibration)

Coupa

Supply Ordering

Overtime Tracking and Processing

Business Support - Support business priorities by monitoring, tracking, trending and reporting of customer care centre metrics, technology and voice of the customer

Attend conference calls and business meetings with internal Baxter teams to ensure optimal customer support. Partnerships include: Sales, Marketing, Accounts Receivable, Business Decision Support and Supply Chain

Monitor schedule adherence to guarantee adequate staff coverage

Lead Tier 1 Huddles with CCR team, on a regular and consistent basis

Manage customer escalations/requests that cannot be resolved at the agent level

Review productivity reports to identify trends and improvement opportunities in order to achieve customer care targets

Develop and maintain CIC reporting and technology

Special Projects/ Process Improvements

Support business excellence initiatives (ie value steam mapping,customer intelligence, customer care system developments and enhancements).

Partner with extended Baxter Team to contiuously improve and strengthen our relationship with our customers

Attend external customer meetings, as required

What you'll be having:

Associate or Bachelors degree preferred and a minimum of one year of relevant work experience within most recent 5 years, preferably in a regulated industry or an equivalent combination of education and experience.

3-5 Years customer service experience

Strong communication, interpersonal, and leadership skills.

Strong process and results orientations.

Ability to work independently and manage multiple priorities in a matrix environment

Analytical and business problem solving skills

Ability to facilitate and manage change

Team building and coaching

Nice to have:

Supervisory experience in a customer service environment, preferably in a health care organization

Proven ability to lead effective teams and create team enthusiasm and engagement.

Strong familiarity with multiple Baxter products.

Strong analytical, verbal and written communication skills, interpersonal, presentation skills required.

Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals). Strong project management and organization/prioritization skills. Ability to work independently. Excellent follow-through skills. Strong team player, willing to share knowledge with others.

Understands and applies corporate and departmental SOP’s/work instructions; Creates or edits existing SOP’s/work instructions as needed. Contributes new ideas to improve the customer experience.

Ability to effectively use software applications related to job function.

Bilingual Preferred

Baxter is committed to supporting the needs 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-BAXGEN

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