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Customer Experience Lead

Req #: 17000AGJ_en
Location: Old Toongabbie, NSW AU
Job Category: Operations
Date Posted: 12/6/2017 6:51:30 PM
Baxter International
Customer Experience Lead

About Baxter

Baxter provides a broad portfolio of essential renal and hospital products, including home, acute and in-centre dialysis; sterile IV solutions; infusion systems and devices; parenteral nutrition; surgery products and anaesthetics; and pharmacy automation, software and services. The company’s global footprint and the critical nature of its products and services play a key role in expanding access to healthcare in emerging and developed countries. Baxter’s employees worldwide are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care.

What You’ll Be Doing

The Customer Experience Specialist is a newly created position reporting to the Regional Operations Support Manager, responsible for driving the engagement of Pharmacy (compounding) customers through the proactive identification of service improvement opportunities, optimisation and facilitation of interactions. This role will encompass developing, managing, and communicating detailed project plans to ensure that customer facing projects are completed on time, within budget to meet or exceed customer expectations.

As the voice of the customer your core responsibilities include:

• Identify product and process improvement opportunities to ensure that Baxter remains competitive and best-in-class in a continually changing market.
• Coordinate key Pharmacy initiatives, including e-ordering systems and freight and inventory tracking systems, to improve customer satisfaction during interactions with Baxter.
• Provide hands-on project management and coordination to manage day-to-day project activities such as project planning, scope, cost, schedule, issue, risk and customer management
• Facilitate strong cross-functional project teams with appropriate representation from key stakeholders including Commercial, Operations, IT, Quality and Supply Chain as required.
• Communicate regularly with business management stakeholders about progress toward goal achievement, critical factors, and impediments
• Manage customer feedback and escalate within the Pharmacy business as required to provide solutions
• Coordinate training on new systems and changes for customers, and provide assistance when new systems go-live.
• Prepare status reports on key projects as required
• Some travel to meet with customers will be required to facilitate projects.



Do you have what it takes to build a career here?

Essential Skills and Qualifications

• Bachelor’s degree in healthcare related science
• Excellent personnel and project management skills
• Must be an effective problem solver
• Strong verbal and written communication skills
• Able to multi-task and meet tight deadlines

Why Baxter?

A Career That Matters


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.

Apply today and experience a career that matters! Applications close on 29th Dec 2017. Applicants will be contacted from the first week of January 2018

Baxter is an equal opportunity employer and makes employment decisions without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

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