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Customer Care Operations Specialist

Req #: 170009IR_en
Location: Mississauga, ON CA
Job Category: Supply Chain
Date Posted: 11/14/2017 12:31:37 PM
Baxter International










Baxter's employees are united in a mission to save and sustain lives. We are passionate about applying scientific innovation to meet the needs of the millions of people worldwide who depend on our medically necessary therapies and technologies. We focus on increasing access to healthcare, innovating in crucial areas of unmet need, and pursuing creative collaborations that bring our mission to life for patients every day.

As a member of the Customer Care Team, the Customer Care Operations Specialist (CCOS) is

responsible for providing the highest level of service to our home patient and B2B customers. They will be responsible for reviewing and/or writing defined SOPs in preparation for implementation and training.

In collaboration with all internal stakeholders the Customer Care Operations Specialist (CCOS) will help create a sustainable competitive advantage.  It is the expectation that the CCOS be able to navigate the complexities of our business. 

Customer Care Operations workflow execution:

• Manage home patient allocations

• Operational processes to support Customer Care function:

o Service complaints

o RMAs

o JDE Enhancements

o Export Orders

o Sharesource 

o New account set-ups

Workflow Improvement:

• Facilitate collaboration between all cross-functional business partners and support new processes that will; enhance the customer experience and improve operational efficiencies

o Accessibility to backorder report

• Through direct interaction, identify challenges faced by the customer and partner with them to develop products and/or service solutions.

Support other projects as assigned

o VIP initiatives

Education Level
 College degree
Major Subjects / Specialties
  • Business
  • Contract Management
  • Marketing
  • Operations / Supply Chain
  • Knowledge of JDE operating system
Type of Experience
  • Customer Care, Sales Support or equivalent
  • Entry level sales and/or customer facing experience
  • Project management
  • Process improvement
Years of Experience
  • 2+ yrs. in Customer Care / Healthcare Operations/Marketing/Sales Support    
  • 1+ years of entry level sales and/or direct customer experience
Additional Skills / Special Training / Technical Skills Required
  • The Customer Care Operations Specialist will possess a high degree of self-confidence that will enable them to respectfully challenge current processes. 
  • Excellent communication skills are required in order to collaborate with key stakeholders and drive positive change for our customers. 
  • Ability to ask probing questions in order to conduct root cause analysis and identify action required.
  • Ability to collect customer feedback and disseminate key information to appropriate stakeholders.
  • Outstanding oral and written communication skills
  • Highly effective within virtual team environment and matrix organization
  • Strong prioritization and multi-tasking skills
  • Detail oriented
  • Ability to analyze data and understand its value
  • Ability to learn internal workflows
  • Ability to work independently

Thank you for your interest and application to Baxter.  All applications will be reviewed and those candidates selected for consideration will be contacted directly.


Baxter is committed to creating and maintaining a barrier-free environment for all employees and customers. We believe in integration and equal opportunity and we are committed to treating all people with dignity and respect.


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