Order Processing Technician/Customer Service Support

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.

The Role: Order Processing Technician/Customer Service Support

This is a fantastic opportunity for a special person who is enthusiastic about making a difference and doing something that really matters. We are looking for a great team player, positive attitude, flexible and adaptable. You’ll welcome coaching and feedback and are always looking at ways to further develop yourself as well as the service we offer.

An opportunity has risen for anOrder Processing Technician/Customer Service Support​ to join our dynamic and driven team on a Permanent, Full Time Contract based in our Old Toongabbie site. Reporting to the Compounding Team Leader the primary responsibility of this office-based role is to ensure accurate and timely processing of documentation orders in conjunction with customer service, to meet the needs of both internal and external customers. We are seeking an enthusiastic and highly motivated individual to work collaboratively and support the production team.

Hours: Monday to Friday, Rostered between 08:00 am to 20:00 pm based on business needs.

Duties and Responsibilities:

• Maintain accurate and current customer information.

• Manage order/query receipt through group email inbox and fax

• Process Orders through the Merlin order entry systems promptly and accurately

• Respond promptly to all queries from customers or colleagues, relating to product or service, both via LiveChat and email platforms

• Manage BOLT customer orders and escalate order issues to technical specialist if required

• Monitor any manufacture rejections/backorders as they arise

• Supporting administration tasks when required including: archiving, purchasing, customer credits and debits

• Communicate requirement to issue credit / debits where necessary

• Effectively manage returns in accordance with Baxter returns policy

• Ensure product complaints and Adverse Events are appropriately recorded, and escalated to site QA

• Ability to be cross trained on areas of Compounding Customer service

• Support the development of a culture of continuous improvement within Baxter

• Any other tasks or activities required by the business deemed relevant to this role as the business model changes

Experience and Qualifications:

• Highly competent in accurate data entry

• Experience in a customer focused environment

• Background in Good Manufacturing Practices (GMP) is desirable, but not necessary

• Customer focus with a proven ability to deliver excellent customer service

• Excellent organizational skills & attention to detail

• Excellent written and verbal communication/interpersonal skills

• Excellent problem resolution skills

• Desire to learn and ability to cope with change 

Why Baxter?

At Baxter ANZ, we are focused on being a Best Place to Work where our people can be their authentic self, feel valued and respected. We are committed to a culture where all employees can collaborate and work together effectively. Relationships are a key component in how we operate in Baxter and we share the common traits of being reliable, ethical, caring, having empathy, actively listening to our colleagues as well as being open minded to new ideas and perspectives. Baxter is an organisation that makes inclusion and diversity a priority and that seeks to promote and improve gender equality in the workplace.

We are proud to be recognised among the top 120 companies for the seventh consecutive year as an Employer of Choice for Gender Equality for delivering support structures for working families; stronger actions to address pay inequalities; and strategic recruitment and promotion practices that help to encourage the full participation of women at work. We are also pleased to be the winner of the 2021 & 2019 Women in MedTech Champion Company Award.

Situated in Western Sydney, and featuring and onsite cafeteria and café, gym, we offer a dynamic and future focused work environment offering workplace flexibility, development & career growth, volunteering leave, 12 weeks parental leave, income protection insurance and a strong value driven culture focused on diversity, equality, and inclusion.

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

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.