Customer Support Specialist (Contract)

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.

Position Objective:

• This position provides a professional and responsive support service that will provide our customers and patients a positive experience in the fulfilment and delivery of orders. A Customer Support Specialist Back office role will manage orders and cases. Be multi-skilled within the Customer Support Team and the functions they are required to undertake (Customer Service, Homecare, Technical Services). Case management includes providing and process information in response to enquiries, concerns and requests about products and services. Demonstrated can do attitude.
  

Essential Duties & Responsibilities:

• Ensure order receipt and processing is completed efficiently and accurately in accordance with the current Terms of Sale and Compliance to ensure customers receive their goods as requested
• Respond promptly to all customer enquiries in a manner that will enhance their experience and make them want to deal with Baxter as their number one choice
• Adhere to Stocktake schedule and ensure orders are processed in time to meet delivery lead times
• Assist customers and Home patients with order related enquiries including product availability, pricing, enquiries and product complaints
• Handle and resolve customer complaints by obtaining and evaluating all relevant information
• Deal with enquiries from both internal and external stakeholders
• Organize the return of products in accordance with the current Terms of Sale
• Complete customer credits in line with Baxter’s current credit policy
• Raise Adverse Events, Product Complaints and demonstrate respect for Patient privacy
• Other duties as directed
  

EHS Responsibilities:

• Pro-actively contribute to zero harm workplace for all employees
• Comply with legal and corporate EHS requirements, safe work practices and EHS policies and procedures at all times
• Report all hazards, near misses and incidents as soon as practicable and participate in identifying actions to prevent harm from occurring to our people and/or our environment
• Employees at every level are responsible for quality (GMP) and regulatory performance in the department to ensure quality program is met
• Ensure compliance with government regulations, legal documents and safety and ethical standards, obtaining legal compliance training

Education & Experience:

• Bachelor's degree or equivalent
• Fresh graduates are encouraged to apply
• Sound knowledge of order entry systems (use of Oracle an advantage)
• Outstanding verbal and written communication skills
• Strong attention to detail and excellent follow up skills
• Good organizational skills and an ability to prioritize own workload
• Ability to work as part of a busy team
• Flexibility
• Accurate data entry skills and attention to detail
• Ability to coordinate and work to tight deadlines
• Keyboard/IT skills and prior use of database packages
• Experience in Healthcare and/or medical industry
• Understanding of logistical and freight systems
• Understanding of Planning, Commercial and Warehouse

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.