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Customer Service Representative B2C

Req # JR - 075298 Location Utrecht, Utrecht, Netherlands Job Category Supply Chain Date posted 07/11/2022

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.

Summary

The Customer Service Representative is responsible for the daily execution of the day to day activities in the customer service department for the B2C or the B2B markets. This responsibility includes customer maintenance (new & existing), timely delivery of products to the Dialysis products to the patients at home or to our hospitals, timely order & return processing, answering customer calls in a timely & professional manner, daily release of backorders and supporting continuous improvement efforts in general. In this critical role, the CS Representative needs to collaborate to all relevant stakeholders such as Planning/ Warehousing/ Sales and Customers to create a very reliable and consistent great customer experience every single day. This position will provide support to customers in the Benelux region.

Essential Duties and Responsibilities

  • Daily execution of Customer Service tasks for the B2C or B2B markets: Order management (including holidays deliveries), Telephony, Complaints & Returns, Emergencies shipments, Backorders, Credit & Rebills, Escalations

  • Supporting continuous improvement efforts;

  • Managing internal & external stakeholders

  • Provision of information to patients and the Healthcare providers if applicable

  • Escalation management, focal point for the team, internal groups and the customer

  • Build up strong relationships with internal/ external customers

  • Be able if necessary to perform CSR functions to a high level of expertise

  • Coordination of the logistics

Qualifications

  • Experience in Customer Service is a big asset

  • Fluency in Dutch and English is a must

  • Strong customer focus

  • Enthusiast, flexible and creative

  • Making quality decisions based upon a mixture of analysis, wisdom, experience, and judgment.

  • Operating in accordance with Baxter's global business practice standards and ethics

  • Strong personal commitment to support Baxter patients and customer clinicians

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [email protected] 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.

075298

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