Customer Service Representative II
About The Position
This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves 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 job—you will find purpose and pride. Your role at Baxter As a Customer Service Representative, you will play a critical role in delivering an exceptional customer experience by serving as the primary point of contact for customers across multiple communication channels. In this role, you will help ensure customers receive timely support, accurate order processing, and effective resolution of questions and concerns. Your ability to build relationships, navigate systems, and collaborate across functions will directly contribute to customer satisfaction and operational success. This is where your passion for helping customers, attention to detail, and problem-solving skills come together to make a meaningful impact for both our customers and the patients who depend on Baxter products every day.
Requirements
- High school diploma or equivalent required.
- 3+ years of customer service or customer-facing experience.
- Strong verbal and written communication skills.
- Demonstrated problem-solving and conflict-resolution abilities.
- Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to learn new systems, processes, and products.
- Experience working collaboratively with internal and external stakeholders.
- Experience within the healthcare, medical device, pharmaceutical, or life sciences industry.
- Knowledge of medical products and healthcare-related customer support processes.
- Experience with Customer Relationship Management (CRM) systems.
- Experience using ERP systems such as SAP, JD Edwards (JDE), or similar platforms.
- Experience with order management, order entry, or customer account support.
- Flexibility to support occasional evening or weekend business needs.
Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, fax, and chat.
- Provide timely, professional support regarding products, pricing, orders, and account-related requests.
- Process customer orders accurately and efficiently while ensuring a high level of service.
- Resolve customer complaints and issues in a timely manner, escalating complex concerns when appropriate.
- Maintain detailed and accurate records of customer interactions, transactions, and follow-up activities.
- Partner with cross-functional teams, including Sales, Operations, Supply Chain, Commercial, Quality, and Finance, to address customer needs and resolve issues.
- Follow established processes and procedures while identifying and managing exceptions as needed.
- Meet or exceed customer satisfaction goals and key performance indicators (KPIs).
- Participate in ongoing training to enhance customer service skills, product knowledge, and system expertise.
- Support additional projects and responsibilities as assigned.
Benefits
- medical and dental coverage that start on day one
- insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
- Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
- 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
- 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 (EAP)
- childcare benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
