Customer Service Representative

The Role

We are seeking a Customer Service Representative to join our Customer Care team at Baxter. As a key member of our team, you will play a critical role in providing a professional and responsive support service that will provide our customers and patients a positive experience in the fulfilment and delivery of orders.

Reporting to the Customer Service Team Leader, you will interact directly with Customers and Home patients either by telephone or email providing and processing information in response to enquiries, concerns and requests about products and services.

This role will be based at our Old Toongabbie office working in a hybrid arrangement that will include working 3 days from the office and 2 days from home.

Key Responsibilities

• Respond promptly to all customer enquiries in a manner that will enhance their experience and make them want to deal with Baxter as their number one choice
• Deal directly with customers and/or home patients either by telephone or email.
• Ensure order receipt and processing is completed efficiently and accurately in accordance with the current Terms of Sale and Compliance to ensure customers receive their goods as requested
• Adhere to customer and/or home patient schedule and ensure orders are processed in time to meet delivery lead times
• Assist customers and Home patients with order related enquiries including product availability, pricing, enquiries and product complaints
• Handle and resolve customer complaints by obtaining and evaluating all relevant information Deal with enquiries from both internal and external stakeholders
• Organise the return of products in accordance with the current Terms of Sale Complete customer credits in line with Baxter's current credit policy
• Raise Adverse Events, Product Complaints and demonstrate respect for Patient privacy
• Other duties as directed.

Key Requirements

• Minimum 1-3 years of experience within Customer Service.
• Proficiency in MS Office Suite
• Prior experience using CRM systems such as Salesforce, JDE are good to have
• Ability to make quick decisions and perform efficiently and effectively
• Competence in handling multi-source information
• Strong written and verbal communication skills
• Technical support experience for Customer Service is desirable
• Cross-functional experience in Commercial, Planning, and Warehouse domains are good to have.

Why Baxter?

At Baxter ANZ, we are focused on being a Best Place to Work where our people can be their authentic self, feel valued and respected. We are committed to a culture where all employees can collaborate and work together effectively. Relationships are a key component in how we operate in Baxter and we share the common traits of being reliable, ethical, caring, having empathy, actively listening to our colleagues as well as being open minded to new ideas and perspectives. Baxter is an organisation that makes inclusion and diversity a priority and that seeks to promote and improve gender equality in the workplace.

Baxter is proud to be recognized as an Inclusive Employer by the Diversity Council of Australia. We are also committed to delivering support structures for working families; stronger actions to address pay inequalities; and strategic recruitment and promotion practices that help to encourage the full participation of all people at work.

Vaccination Policy

All Australian and New Zealand Staff members who work at or visit hospitals, are in contact with patients or where required by a customer, must be fully vaccinated against COVID-19. The requirement to be vaccinated does not apply to other staff members at Baxter facilities.

Baxter is an equal opportunity employer and makes employment decisions without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other status protected by law. Baxter encourages applicants of all ages.