Customer Service Coordinator
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Job Summary
This is whereyour work makes a difference.
At Baxter we believe every personregardless of who they are or where they are fromdeserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today tomorrow and beyond.
Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together our community is driven by a culture of courage trust and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations and we hold each other accountable for delivering exceptional results.
Here you will find more than just a jobyou will find purpose and pride.
POSITION SUMMARY
Provides after-sales customer service. Organise deliver and maintain reliable customer service supporting both external and internal customer creating and invoicing service requests and support operational excellence. Processing complaints in accordance with Baxters Quality procedures to resolve customer issues and help facilitate the continuous improvement of Baxter products.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide after-sales customer service assuring high customer satisfaction.
- Answer customers inquiries (phones support and email to case management) in an efficient accurate and professional manner.
- Formally document customer complaints / service notifications and interactions in line with company guidelines.
- Create service work orders for customer repair requests. Process all requests from customers to supply remove and service products.
- Provide customer quotations for repairs
- Add service contracts to the system and set Preventative Maintenance plans.
- Invoice contracts and chargeable service repairs through the service order management systems ensuring all invoices are correct and tight deadlines are met
- Process complaints for investigation and resolution to the relevant in accordance with Baxters Quality procedures.
- To contribute to the successful resolution of customer complaints and quality issues.
- To ensure that all information supplied is complete and accurate and is delivered timeously.
- Support service reporting and trend analysis of product complaints.
- Leverage company knowledge and resources to ensure the delivery of valued cost-effective after-sales service and technical support to customers technical service providers and Baxter colleagues within Sales & Marketing Customer Services Product Services and R&D/ Engineering.
- Develop and maintain strong working relationships with distributors customers technical service providers and Baxter colleagues within Sales & Marketing Customer Services Products Services Field Services and R&D/Engineering.
- Support all internal colleagues as and when required communicate effectively and process all actions required.
- Other duties may be assigned as needed.
- Ensure all procedures and internal processes are adhered to
- Ensure that all information supplied and assigned has complete and accurate information
- Provide effective team input and support the team on all occasions
EDUCATION AND EXPERIENCE
- Minimum of 2 years of customer service experience and/or experience
- Track record in customer service excellence preferred
- Experience of innovation and continuous improvement.
- Successful experience of Quality procedures and protocols.
- Good command of English both oral and written
- Computer literate with good keyboard skills
- Excellent telephone manner with good interpersonal skills
QUALIFICATIONS AND SKILLS
- Excellent communication skills on different levels.
- Customer focused mindset.
- Ability to switch quickly between tasks and processes.
- Strong time management / planning skills.
- Ability to identify process improvement opportunities and escalate it to Management.
What are some of the benefits of working at Baxter
- Competitive total compensation package
- Professional development opportunities
- High importance placed on work life balance
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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.
Required Experience:
IC
About Company
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 ... View more
