Bilingual Customer Service Rep
Bilingual Customer Service Rep
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is where you save and sustain lives
At Baxter we are deeply connected by our mission. No matter your role at Baxter your work makes a positive impact on people around the world. Youll feel a sense of purpose throughout the organization as we know our work improves outcomes for millions of patients.
Baxters products and therapies are found in almost every hospital worldwide in clinics and in the home. For over 85 years we have pioneered significant medical innovations that transform healthcare.
Together we create a place where we are happy successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining liveswhere your purpose accelerates our mission.
Your Role at Baxter:
Applies subject matter expertise and technical subject matter expertise to the customer service back office functions in order to ensure gold standard customer service is delivered to both institution and home patient customers/patients. The incumbent serves as first point of customer contact regarding such matters as order management product complaints service complaints adverse events and general inquiries. Responsible for initial intake documentation and distribution of customer need as required. Provides independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products returns credits and orders.
What you will be doing:
Provides first point of contact for all customer inquiries and product/service complaints through phone fax email or online.
Provides first point of contact for order entry for both institution and Home Patient.
Thoroughly documents all inquiries in adherence with company procedures.
Redirects complex or specialized concerns to appropriate team for follow up (e.g. medical inquiries technical product support) when applicable
Expedites customer orders as required.
May provide guidance and training to department new hires
Investigates and resolves problems related to shipment of products returns credits and orders.
Handle processing and issuing credits for returns.
Sets-up new patients as per key requirements maintains other records and prepares customer required reports
Patent management for inbound and international travel requirements
Supports resolution of errors within GFax and EDI transactions
Manages cycler deployment process
Manage sample export and input order
Prepares key customer/patient metric reports and resolves
Resolves customer questions and handles requests where judgment and initiative are required to resolve and/or make recommendations.
Perform initial data collection for product complaints and adverse events which may include:
- Evaluate complaint for need to investigate and coordinate sample retrieval
- Provide complainants resolutions (written or verbal) communication for known issues
- Notification to third parties of product complaint
What do you bring:
High school diploma
Preferred:
Bachelors degree preferred in life science health science or related discipline.
Type of Experience
Required:
Customer Service experience
Preferred:
Health Care Industry
Basic knowledge of broad supply chain activities
Experience with SAP
Years of Experience
Required:
Minimum of 2 years experience in customer service and administrative tasks.
Preferred:
5 years of customer service experience and administrative tasks.
Additional Skills / Special Training / Technical Skills
Required:
Exceptional verbal and written communication skills
Ability to thrive in a very fast paced environment
Analytical and business problem solving skills
Ability to facilitate and manage change
Strong organizational and interpersonal skills.
Ability to ask the right questions and lead conversations.
Ability to interact effectively with all levels of professionals (RNs patients other medical professionals).
Strong ability to multi-task.
Strong orientation for metrics
Bilingual in French and English Written and Verbal
Equal Employment Opportunity
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race color religion gender national origin age sexual orientation gender identity or expression protected veteran status disability/handicap status or any other legally protected characteristic.
Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please click on the link here and let us know the nature of your request along with your contact information.
Recruitment Fraud Notice
Baxter has discovered incidents of employment scams where fraudulent parties pose as Baxter employees recruiters or other agents and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself review our Recruitment Fraud Notice.
Employment Type
Full-Time
