Analyst, Customer Service

Your Role At Baxter

Order management - process and follow up on new sales orders from customers and intercompany orders up until timely delivery (complete order cycle).

Process and manages customer complaints until resolution and follows up a corrective action plans. Has knowledge of order to cash process, quality management system, international commerce and compliance to perform the functions of the job.

What You'll Be Doing

1. Accountable for order entry and management of all new sales orders (National and international) received from customers or sales rep. for all business units (FLC / PSS & GSS) in our ERPs, following existing procedures.

2. Accountable for the product allocation for the sales orders by the production plants.

3. Accountable for "Quality of Service" complaints processing and management, following existing procedures.

4. Processes customer's request for Return Material Authorization (RMA) and provide RMA status information as needed.

5. Provides customers orders statuses regularly or when required.

6. Provides proactive communication to both internal and external customers of sales orders status

7. Acts as main point of contact of distributors for their EXW orders

8. Understands local distribution and billing government requirements needed to do business in the regions they support

9. Process FLC orders in the ESKER system for Purchase Order Automation.

10. Work with 3PLs, brokers, and agents in supported countries

11. Recommends changes to established processes to keep building a continuous improvement culture.

12. Ensures compliance of all internal policies and procedures related to order to cash process

What You'll Bring

Bachelor's Degree: Industrial Engineering, Business Administration, International Commerce, Logistics.

1+ years of experience in customer service, international trade and planning area.

Knowledge on international commerce (which includes payment terms and Incoterms)

Fluency in English - B2/C1

Functional knowledge of Excel, Word, Office365 or equivalent applications. SAP, JDE.