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:
In this role, being part of the Customer Care Operations Team, you will be responsible for managing the Baxter Complaint Process and ensure compliance and adherence to SOP’s by internal and external stakeholders. You will be required to develop and maintain a strong framework for analytics so that problems are well defined and corrective actions put in place are effective while navigating the complexities of collaborating with a 3PL Partner. The selected candidate will possess the confidence required to challenge the status quo and work with key stakeholders to develop continuous improvement opportunities within the organization
What you'll be doing:
Provides first point of contact for all customer inquiries for International travel
Patent management for inbound & outbound travel requests
Provides first point of contact for order entry for patients and clinics.
Thoroughly documents all inquiries in adherence with company procedures.
Redirects complex or specialized concerns to appropriate team for follow up (e.g. – medical inquiries, technical product support) when applicable
Expedites patient orders as required.
Provide guidance and training to B2H on travel trends as required
Investigates and resolves problems related to shipment of products, returns, credits, and orders.
Handle processing and issuing credits for returns.
Prepares key customer/patient metric reports and resolves
Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.
Perform initial data collection for product complaints and adverse events which may include: evaluate complaint for need to investigate and coordinate sample retrieval, provide complainants resolutions (written or verbal) communication for known issues, notification to third parties of product complaint.
Must be fully Bilingual in English/French
What you'll have:
College degree in Business
Knowledge of JDE operating system
3 years in Customer Care/Healthcare Operations/Marketing/Sales Support
Prior Experience in Customer Service, Sales Support, Travel or equivalent, an asset
Nice to have:
Experience influencing without authority
Customer facing experience in a sensitive environment
Experience working with International teams and logistic companies
Analytics
Process improvement
Supply Chain
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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 Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.
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