Sup II-Supply Chain-Customer
Req #: 1900038I_en
Location: Deerfield, IL US
Job Category: Supply Chain
Date Posted: 3/6/2019 1:12:01 PM
Every day, millions of patients and caregivers rely on Baxter's leading portfolio of critical care, nutrition, renal, hospital and surgical products. For more than 85 years, we've been operating at the critical intersection where innovations that save and sustain lives meet the healthcare providers that make it happen. With products, technologies and therapies available in more than 100 countries, Baxter's employees worldwide are now building upon the company's rich heritage of medical breakthroughs to advance the next generation of transformative healthcare innovations. To learn more, visit www.baxter.com and follow us on Twitter, LinkedIn and Facebook.
Directly manages and supports, through staffing and talent management processes, a staff of customer service employees related to a segment or segments of the organization's customer-facing operations. This position is accountable for ensuring that customer orders, returns and credits, complaints, requests, etc. are resolved in a timely, accurate, and cost-effective manner upon the first request.
Essential Duties and Responsibilities
This section contains eight primary responsibilities of this role that account for 5% or more of the work. The incumbent will perform other duties assigned.
Following company policy and stated terms of sale, develop effective systems and procedures to ensure the effectiveness of the Customer Service Department operations. Coordinates the activities of the Customer Service department with other internal departments, third party distributors, transportation, operations, customers and sales staff.
Supervise all department employee's workload and may need to balance workloads and adjusts assignments to obtain most effective performance from all employees.
Insure that new employees are properly trained. May be involved in delivering training to staff as needed. Perform call monitoring and skill verification. Responsible for staffing, performance reviews, employee development, and salary reviews.
Receive and answer inquiries from customers, sales staff, other internal departments, and vendors. Use judgment and diplomacy to handle complaints, make adjustments, answer or initiate correspondence and perform all other duties involving public contact.
Escalation point for specialists on problems requiring special handling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments and vendors (ex. Distribution). Take proactive steps as appropriate.
Accountable as Area/Regional Key Contact for Distribution POC and Business Unit for service failure tracking, decision making and full resolution within timely basis
May serve on project teams and/or help develop new processes and procedures for the overall team.
May have responsibility for implementing compliance procedures with federal and state regulations.
Certification / Licensed Pharmacy Technician in Illinois (Current or willing to obtain)
Bachelors degree preferred
Strong communication, interpersonal, and leadership skills.
Strong process and results orientations.
Ability to work independently and manage multiple priorities in a matrix environment
A Career That Matters
Baxter's employees are united in a mission to save and sustain lives. We are passionate about applying scientific innovation to meet the needs of the millions of people worldwide who depend on our medically necessary therapies and technologies. We focus on increasing access to healthcare, innovating in crucial areas of unmet need, and pursuing creative collaborations that bring our mission to life for patients every day.
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.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.