Customer Service Representative II

Baxter International Inc.•Deerfield, IL

11d•$43,200 - $59,400•Hybrid

About The Position

The Customer Service Representative II provides timely, effective customer support by phone, email, fax, and chat. As a primary point of contact, the representative responds to customer inquiries, resolves issues, and helps ensure customer needs are met. The role performs routine tasks under moderate supervision, following standard operating procedures and, when needed, interpreting procedures or following exception processes. It may involve collaboration with internal teams to resolve customer issues, maintaining accurate interaction records, and escalating complex matters. The position also includes ongoing training and other duties as assigned.

Requirements

High school diploma or equivalent.
3–5 years of customer service experience.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work in a fast-paced environment and handle multiple priorities.
Working knowledge of Microsoft Office, including Word, Excel, and Outlook.
Ability to learn and adapt to new systems, processes, and products.
Strong attention to detail and accuracy.
Ability to work a flexible schedule, including evenings and weekends as needed.
Previous experience in a customer-facing role.

Nice To Haves

Associate or bachelor's degree.
Knowledge of medical products or the healthcare industry.
Experience with customer relationship management (CRM) software.
Experience with ERP software, such as JDE or SAP.

Responsibilities

Respond to customer inquiries via phone, email, fax, and chat in a timely and professional manner.
Perform routine tasks under moderate supervision, following standard operating procedures and, when necessary, interpreting procedures or using an exception process.
Resolve customer complaints and issues efficiently.
Provide customers with product information, pricing, and ordering details.
Process customer orders.
Collaborate with internal teams, including sales, operations, supply chain, commercial, quality, and finance, to resolve customer issues.
Maintain accurate records of customer interactions, including notes and follow-up actions.
Escalate complex issues and customer complaints.
Meet or exceed customer satisfaction targets and key performance indicators.
Participate in ongoing training and development to improve customer service skills and product knowledge.
Perform other duties as assigned.

Benefits

Medical and dental coverage starting on day one.
Basic life, accident, short-term and long-term disability, and business travel accident insurance.
Employee Stock Purchase Plan, with the ability to purchase company stock at a discount.
401(k) Retirement Savings Plan with employee contributions and company matching options.
Flexible Spending Accounts.
Educational assistance programs.
Paid holidays.
Paid time off ranging from 20 to 35 days based on length of service.
Family and medical leaves of absence.
Paid parental leave.
Commuting benefits.
Employee Discount Program.
Employee Assistance Program.
Childcare benefits.