Customer Services Coordinator

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

• To manage the processing of customer orders
• To manage customer queries and complaints ensuring a win win solution for Baxter and the customer
• To create lateral relationships with other departments to support product distribution
• To enhance the reputation of customer services and positively promote the image of Baxter.
• To contribute to the evolution of the department by providing feedback and taking action to improve
• To positively contribute to the delivery of service excellence to Baxter’s customers and patients

ESSENTIAL DUTIES AND RESPONSIBILITIES

• To support the delivery of all CS KPI’s
• To take responsibility for customer order placements within the pre-defined timescales
• Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance.
• Troubleshoot and resolve electronic orders held within the order processing system.
• Ensure back-order releases are in place within the defined timescales in line with Company SLAs
• To take ownership of complaint process – receipt, investigation, and resolution within agreed KPI target
• To effectively manage returns in accordance with the returns policy within the agreed KPI target.
• Support new customer account creation including commercial & compliance validations in line with Quality & MHRA requirements.
• To manage inbound calls within agreed parameters, dealing with and owning the enquiry
• To manage outbound calls in accordance with Customer Services criteria.
•  Ensure all invoices and additional charges are created and processed within the working month.
• Dealing with all incoming emails & salesforce cases – internal and external - and all queries and requests within a timely manner
• Manage mass customer communications for changes to delivery schedules during bank/public holidays.
• Build and maintain strong relationships with internal stakeholders (e.g., Commercial, Quality Assurance, Warehouse, Transport) and external suppliers (e.g., system provider)
• To provide teamwork and positively enhance the reputation of the department and Baxter.
• To coordinate the activation of new accounts
• To be responsible for personal Baxu Training schedule and ensure it is always completed on time.
• To fulfill all reasonable requests from First Line Manager/Baxter Management Team
• Participate in out of hours and bank holiday Rota cover.

BENEFITS

• Baxter Group Personal Pension Scheme
• Costco Membership
• Cycle to Work Scheme
• Discounted Hire car - Hertz
• Discounted Hotel and Cottage stays
• Discounted IT Equipment
• Employee Stock Purchase Plan
• Holiday Travel Insurance

• UNUM Lifeworks (Employee Assistance Programme)
• Vodafone Employee Advantage Programme
• Westfield Health Cash Plan
• Holiday entitlement  
• On site free parking

JOB REQUIREMENTS

Education

GCSE Level standard

Experience

Breadth & Depth of experience:

Have worked in a challenging, service-driven role

Field of expertise:

Customer Service environment preferable

• Successful experience in using JDE or Sales Force (and/or any similar data systems)
• High volume order processing
• Previous experience in resolving invoice queries.
• Demonstrable experience in meeting tight and competing deadlines.
• Prior experience with data reporting and data management tools would be advantageous.

Skills

• Flawless customer service skills
• Strong attention to detail /accuracy
• Comfortable with managing large volumes of data.
• Effective written/verbal communication skills
• Good stakeholder management
• Strong numeracy skills
• Good organizational skills
• Tenacious
• Strong decision-making skills.
• Strong attention to detail/accuracy
• Good team player
• Professional telephone manner 
• JDE / Salesforce experience preferred.
• Can do attitude, willing and positive manner

What are some of the benefits of working at Baxter?

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work life balance
• Commitment to growing and developing an inclusive and diverse workforce

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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.

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.