Customer Service Representative II

Baxter•Deerfield, IL

12d•Hybrid

About The Position

The Customer Service Representative II provides timely, effective customer support through phone, email, fax, and chat. This role serves as a primary customer contact, responding to inquiries, resolving issues, and helping ensure customer needs are met. The position performs routine work under moderate supervision, following standard operating procedures and, when needed, interpreting procedures or using exception processes. It may collaborate with internal teams to address customer issues and contributes to customer satisfaction and performance targets.

Requirements

High school diploma or equivalent required.
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.

Nice To Haves

Associate or bachelor's degree.
Previous experience in a customer-facing role.
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 by 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 following 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, 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, comprising less than 20% of the role.

Benefits

Medical and dental coverage starting on day one.
Basic life, accident, short-term disability, 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.
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.
The position may be eligible for discretionary bonuses.