Bilingual Customer Service REP (12 - months Contract)

Customer Service Representative

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

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: Bachelor's 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.