Customer Service Team Lead

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

In this individual contributor position you will support the customer service function in various tasks and responsibilities within United States/Canada (UCAN) Customer Service which ranges from daily operations to ad hoc requests.

What you'll be doing

• Escalation point within customer service to resolve problems requiring special handling or those unable to be resolved at front-line level. This includes contacting parties involved and taking necessary actions to proactively resolve any issues with internal departments 3PL and vendors.
• Ensuring good customer relations are maintained.
• Updating and developing policies and internal processes.
• Proactive Support and Onboarding: Proactively engaging with customers to understand their needs, ensuring seamless onboarding, and providing ongoing support to meet their expectations.
• Ongoing Customer Support: Serving as Pharma subject matter experts that will help drive customer satisfaction and loyalty. May provide mentorship, training, lead/attend meetings with business partners, along with day-to-day activity with peers or other department employees.
• Assists in organizing the workflow to provide the most effective and efficient service in accordance with established policies and procedures.
• May determine standard work, including new methods and procedures on tasks.
• Actively participate in identifying process improvements that drive efficiency within the customer service organization.
• Support the development of teaching and driving lean principles and philosophy across the organization.
• Assist in daily customer service operational activities as needed; may include making outbound calls and working office support team tasks.
  

What you'll bring

• Associate's degree or equivalent related experience (minimum 2 years' experience) required. Bachelor’s Degree preferred.
• Demonstrated capacity to engage positively with customers and team members.
• Advanced internet/intranet skills and strong knowledge of Excel, PowerPoint and Word.
• Must have outstanding follow-through with assigned tasks, have excellent multi-tasking skills, be self-motivated and customer service oriented.
• Ability to complete tasks with minimal direction from manager and/or supervisor.
• Must be able to proactively improve processes, initiate projects and implement change.
• Possess strong presentation/teaching skills.
• Willing to participate in a team approach displaying flexibility as situations demand.
• Able to optimally lead a team and facilitate discussions and drive decisions so that team objectives can be met.

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 $46,400- $63,800 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. 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.

#LI-BAXGEN

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.