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. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Baxter’s 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 lives—where your purpose accelerates our mission.
Your role:
In this role, you will be directly managing and supporting, through staffing and talent management processes, a team of customer care employees who are responsible for acting as first point of contact to Baxter customers. You will be accountable for ensuring that customer orders, returns and credits, complaints, requests, adverse events, medical inquiries, and technical product support etc. are resolved in a timely, accurate, cost-effective manner and in accordance to the appropriate SOP’s/BOP’s, upon the first request.
What you’ll do:
Employee Coaching:
Achieve customer care business objectives by effectively coaching and developing the customer care team, through the following activities:
Side by side / Remote call monitoring
Ongoing performance management through feedback on previous day’s performance
Conducting monthly 1:1 meeting with each employee (A.C.E plus agent’s performance card – call metrics, attendance, tardiness, etc,)
Hiring and onboarding of new team members
Decision-making on phone coverage schedules (shifts, breaks, lunches, vacations, etc.) and Overtime Tracking and Processing
HR Administrative Processes (i.e, PRCP, ACR, Talent Calibration)
Coaching team members on systems (Coupa)
Managing supply ordering process
Business Support:
Support business priorities by monitoring, tracking, trending and reporting of customer care centre metrics, technology and voice of the customer
Attend conference calls and business meetings with internal Baxter teams to ensure optimal customer support.
Monitor schedule adherence in order to guarantee adequate staff coverage
Participates in Monthly Call Calibration Sessions to ensure a consistent and effective call review process is in place.
Lead Tier 1 Huddles with CCR team, on a regular and consistent basis
Manage customer escalations/requests that cannot be resolved at the agent level
Review productivity reports to identify trends and improvement opportunities in order to achieve customer care targets
Participate in Call Center Leadership Meetings, as required
Review Post Call surveys – provide analysis and follow up with customers as required
Develop and maintain CIC reporting and technology
Lead the planning and implementation of Holiday CIC Call Campaigns
Special Projects/ Process Improvements:
Support business excellence initiatives (i.e, value steam mapping, customer intelligence, customer care system developments and enhancements).
Partner with extended Baxter Team to continuously improve and strengthen our relationship with our customers
Attend external customer meetings, as required
What you’ll have:
4+ years of experience in customer service required
Bachelor’s degree required, preferably in life science, health science, business or related discipline
Basic knowledge of broad supply chain management activities
Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).
Exceptional communication, analytical and problem-solving skills along with ability to facilitate and manage change
Prior experience in people management, team building and coaching
Nice to have:
Minimum 3 years of customer service supervisory or supply chain execution experience, preferably in a health care organization
Strong familiarity with multiple Baxter products.
Strong project management, organization/prioritization skills along with ability to work independently.
Understands and applies corporate and departmental SOP’s/work instructions; Creates or edits existing SOP’s/work instructions as needed. Contributes new ideas to improve the customer experience.
Ability to effectively use software applications related to job function.
Bilingual
Reasonable Accommodations
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 [email protected] 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.
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