DSRT Customer Care Specialist

Vantive • Deerfield, IL

19d • $44,000 - $55,000 • Hybrid

About The Position

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities. Your Role: This position is responsible for managing all aspects of order-fulfillment processes for Renal Medical Products through inbound calls (toll-free) and non-phone channels including esolution portals (fax, email, etc.). The eSolution Specialist provides superior service to external customers and internal Vantive team members, handling exceptions, general inquiries, correspondence, and documenting service failures. This role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, sales representatives, and other departments. What you'll be doing: Responsible for assuring product delivery in accordance with customer service, distribution, product requirements and manufacturing capabilities. Acts as primary contact for order fulfillment, customer product inquiries, product service calls, reverse distribution (returns) and satisfaction issues. Process phone & fax orders, manage order exceptions and ensure tracking and performs root cause diagnostics of service failures. Investigates problems related to shipment of products, returns, credits and new orders. May be responsible for sales order administration and/or telemarketing. Interfaces with and supports company sales representatives. Manages telephone, fax, and electronic or web product orders. Handles exceptions as required and handles general inquiries and correspondence for customers. Resolves complex customer questions, complaints and requests, where judgment and initiative are required to resolve and/or make recommendations. For instance tracks, codes, investigates and resolves problems related to shipment of products, returns, credits, and new orders. Through the ordering process obtains information on the amount, type, stock on hand. Expedites product availability and manages the release of back orders. May monitor reorder points and initiate action to replenish stock. Works with the customer to determine needed quantities and frequency of delivery of product. Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports. Build, add, and maintain records in online portals both internal and 3rd party. May be required to handle regulatory procedures for federal and state regulations. May provide guidance, training, and new hire phase-in to peers or other non-exempt department employees. May determine methods and procedures on new assignments Responsible for managing aspects of prescription processing and order fulfillment for the Medical Products Renal business through answering calls from a toll free number and other non-phone related activities (fax, email, etc) in the Remote Prescription/Medication Order Processing Pharmacy. Assist pharmacists with functions related to the receipt, documentation, and fulfilling of prescription orders as permitted by pharmacy regulations. Accountable for providing superior service to all external customers, patients, and Baxter team members. Handles exceptions as required and general inquiries and correspondences for customers. Responsible for providing accurate, responsive, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests. Required to balance service and cost for the supply chain organization while meeting or exceeding key performance indicators. Responsible for documenting service failures that impact the customer and the organization. Collaboration with the following departments: Product Information, Distribution Centers, Planning and Deployment, Credit and Collections, Customer Master, various sales representatives, Center for One Baxter, and others. Through the ordering process, obtain information on the amount, type, stock on hand. Expedite product availability and manage the release of back orders. May monitor reorder points and initiate action to replenish stock. Works with the customer to determine needed quantities and frequency of delivery of product. Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports. Other duties as assigned.

Requirements

• Requires a high school diploma with a minimum of 4 to 6 years supply chain or customer service experience.
• Effectively prioritize multiple tasks
• Strong verbal and written communication skills are required
• Expertise in working in the Microsoft applications and must have an aptitude for working in web based applications
• Ability to work remotely using a high speed wired internet connection
• Demonstrate an ability to provide customers with superior service and a high level of satisfaction
• Demonstrate strong interpersonal skills, ability to work in a team environment, attention to detail, and excellent problem resolution skills
• Must be flexible to cover a shift during the pharmacy hours of operation which are 8:00 am to 5:00 pm CST
• Proficient level of product and therapy knowledge.
• Ability to ask the right questions and lead conversations.
• Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).
• Strong organizational skills.
• Strong interpersonal and communication skills.
• Strong ability to multi-task.

Nice To Haves

• Bachelor’s Degree is preferred
• Certified Pharmacy Technician License a major plus, must be in good standing.
• Ability to speak Spanish is an asset
• JD Edwards system knowledge, a plus

Responsibilities

• Responsible for assuring product delivery in accordance with customer service, distribution, product requirements and manufacturing capabilities.
• Acts as primary contact for order fulfillment, customer product inquiries, product service calls, reverse distribution (returns) and satisfaction issues.
• Process phone & fax orders, manage order exceptions and ensure tracking and performs root cause diagnostics of service failures.
• Investigates problems related to shipment of products, returns, credits and new orders.
• May be responsible for sales order administration and/or telemarketing.
• Interfaces with and supports company sales representatives.
• Manages telephone, fax, and electronic or web product orders.
• Handles exceptions as required and handles general inquiries and correspondence for customers.
• Resolves complex customer questions, complaints and requests, where judgment and initiative are required to resolve and/or make recommendations.
• For instance tracks, codes, investigates and resolves problems related to shipment of products, returns, credits, and new orders.
• Through the ordering process obtains information on the amount, type, stock on hand.
• Expedites product availability and manages the release of back orders.
• May monitor reorder points and initiate action to replenish stock.
• Works with the customer to determine needed quantities and frequency of delivery of product.
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports.
• Build, add, and maintain records in online portals both internal and 3rd party.
• May be required to handle regulatory procedures for federal and state regulations.
• May provide guidance, training, and new hire phase-in to peers or other non-exempt department employees.
• May determine methods and procedures on new assignments
• Responsible for managing aspects of prescription processing and order fulfillment for the Medical Products Renal business through answering calls from a toll free number and other non-phone related activities (fax, email, etc) in the Remote Prescription/Medication Order Processing Pharmacy.
• Assist pharmacists with functions related to the receipt, documentation, and fulfilling of prescription orders as permitted by pharmacy regulations.
• Accountable for providing superior service to all external customers, patients, and Baxter team members.
• Handles exceptions as required and general inquiries and correspondences for customers.
• Responsible for providing accurate, responsive, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests.
• Required to balance service and cost for the supply chain organization while meeting or exceeding key performance indicators.
• Responsible for documenting service failures that impact the customer and the organization.
• Collaboration with the following departments: Product Information, Distribution Centers, Planning and Deployment, Credit and Collections, Customer Master, various sales representatives, Center for One Baxter, and others.
• Through the ordering process, obtain information on the amount, type, stock on hand.
• Expedite product availability and manage the release of back orders.
• May monitor reorder points and initiate action to replenish stock.
• Works with the customer to determine needed quantities and frequency of delivery of product.
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports.
• Other duties as assigned.

Benefits

• Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Financial and retirement benefits include the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan, to help you prepare for your future.
• The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.
• We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
• Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED