Supv, Customer Svc

Baxter International Inc.•Saint Paul, MN

1d•$64,000 - $88,000•Hybrid

About The Position

This role is responsible for the day-to-day operations and supervision of the Acute Care Customer Service team. The role works collaboratively with other departments and teams within Respiratory Health and across other Baxter entities to ensure the needs of our customers are met in a timely and efficient manner. The Acute Care Customer Service team is a critical component of the Respiratory Health sales process as they are responsible for directly supporting customers for device placement within the Acute Care segments of the Respiratory Health business.

Requirements

Associates degree or higher or equivalent work experience required
2+ years relevant supervisory or leadership experience required
2+ years industry experience with healthcare equipment or Durable Medical Equipment preferred
Experience with manufacturing ERP systems, JDE and Power BI preferred
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Responsibilities

Supervise Acute Care Customer Service team, including providing daily direction and coaching, and assisting with employee hiring, training, development and performance management.
Monitor team workload including daily performance metrics, call quality, adherence to standard work policies and specific projects to meet performance metrics and established service-level agreements.
Perform established periodic review of AC related reports to ensure quality completion of work performed by the AC team.
Provide ongoing oversight, training, and review of the Complaint Process to meet regulatory requirements for the customer service team in collaboration with the Quality and Operations teams within Respiratory Health and across other Baxter entities.
Act as a subject matter expert, serving as a consistent resource for process-related questions, providing guidance and support to subordinates as well as other cross-functional areas of the business and other Baxter entities.
Lead ongoing continuous improvement initiatives including new technologies or process changes, to drive efficiencies and simplification of the AC processes.
Provides exemplary customer service and call quality by leveraging soft skills, troubleshooting, critical thinking, active listening, and solution-driven encounters.

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