Customer Service Supervisor

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

As the Customer Service Supervisor you will directly lead and support a team 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

• Following company policy and stated terms of sale, develop effective systems and procedures to ensure the effectiveness of the Customer Service Department operations.
• Coordinates the activities of the Customer Service department with other internal departments, third party distributors, transportation, operations, customers and sales staff.
• Supervise all department employee's workload and may need to balance workloads and adjusts assignments to obtain most effective performance from all employees.
• Ensure that new employees are properly trained. May be involved in delivering training to staff as needed. Perform call monitoring and skill verification. Responsible for staffing, performance reviews, employee development, and salary reviews.
• Receive and answer inquiries from customers, sales staff, other internal departments, and vendors. Use judgment and diplomacy to handle complaints, make adjustments, answer or initiate correspondence and perform all other duties involving public contact.
• Escalation point for specialists on problems requiring special handling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments and vendors (ex. Distribution). Take proactive steps as appropriate.
• Accountable as Area/Regional Key Contact for Distribution POC and Business Unit for service failure tracking, decision making and full resolution within timely basis.
• May serve on project teams and/or help develop new processes and procedures for the overall team.
• May have responsibility for implementing compliance procedures with federal and state regulations.
  

What you'll bring

• Associate or Bachelors degree preferred.
• 1 year or more of relevant work experience within most recent 5 years, preferably in a regulated industry or an equivalent combination of education and experience.
• Strong communication, interpersonal, and leadership skills.
• Strong process and results orientations.
• Ability to work independently and manage multiple priorities in a matrix environment.
• Detailed understanding of customer service tools, systems and business processes
• Strong track record of prioritizing initiatives based on internal business acumen
• Strong organizational, analytical, and problem-solving skills.
• Ability to work independently and as part of a team,

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $64,000 - $88,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.