Senior Customer Service Representative

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

We are seeking a highly skilled and experienced Senior Customer Care Representative to join our Customer Care team at Baxter. As a key member of our team, you will play a critical role in ensuring that our operational team provides exceptional support services to our customers, driving high levels of satisfaction and experience in the fulfillment and delivery of their orders.

This role will be based at our Old Toongabbie office working in a hybrid arrangement that will include working 3 days from the office and 2 days from home.

Key Responsibilities

• Demonstrate a solid understanding of customer service processes, products, and the Customer Service organization, providing technical support for the Customer Service team when needed

• Directly interact with customers via telephone, electronically, or face to face to ensure their needs are met

• Monitor workflows, distribute tasks, and manage workloads to ensure adherence to critical metrics through hands-on coaching, mentoring, and training

• Proactively advance issues and provide response improvements to improve customer happiness

• Cultivate strong team bonds and aid in daily task completion to meet customer expectations and important metrics

• Act as a point of contact for customer concerns, managing complex issues and providing first-point resolutions.

• Navigate key relationships between Customer Service and other business units, including Planning and Fulfillment, Finance, Commercial Teams, and Shared Services

• Monitor product availability and delivery information, providing timely updates to the team

• Respond to customer queries and follow up on inquiries for new and existing orders through phone or email channels

• Lead Tier 1 daily meetings and communicate necessary information to the Customer Service Leadership team

• Seek out and implement process improvement and simplification ideas

• Serve as a key point of contact for internal Baxter functions and customers in your area of expertise

• Collaborate with trainers and marketers to identify training gaps and assist in refresher sessions

• Assist in onboarding and training new team members, ensuring continuous development to meet current and future customer and business needs

• Attend onsite and online meetings to capture, update, and publish current information

• Champion company culture and change management, driving new initiatives alongside the leadership team

• Advocate for Customer Support Representatives and voice customer perspectives

• Collaborate with other Senior Customer Care Representatives to drive improvements across customer care and operational teams

• Support other projects and duties as required.

Key requirements

• Minimum 5 years of experience within Customer Service.

• Proficiency in MS Office Suite

• Prior experience using CRM systems such as Salesforce, JDE are good to have

• Ability to make quick decisions and perform efficiently and effectively

• Competence in handling multi-source information

• Strong written and verbal communication skills

• Technical support experience for Customer Service

• Cross-functional experience in Commercial, Planning, and Warehouse domains are good to have.

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.

Baxter is proud to be recognized as an Inclusive Employer by the Diversity Council of Australia. We are also committed to 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 all people at work.

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.

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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.