Baxter

The Programme

This position provides a professional and responsive support service that will provide our customers and patients with a positive experience in the fulfilment and delivery of orders.  

A Customer Service Specialist Back-office role will manage orders and cases.  

Be multi-skilled within the Customer Support Team and the functions they are required to undertake (Customer Service, Homecare, Technical Services).  Case management includes providing and processing information in response to enquiries, concerns and requests about products and services. Demonstrated can do attitude.

What You Will Do

• 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.
• 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.
• Adhere to Stock take schedule and ensure orders are processed in time to meet delivery lead times.
• Assist customers 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.
• Organize 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. 

EHS Responsibilities:

• Proactively contributes to zero harm in the workplace for all employees.
• Comply with legal and corporate EHS requirements, safe work practices and EHS policies and procedures at all times.
• Report all hazards, near misses and incidents as soon as practicable and participate in identifying actions to prevent harm from occurring to our people and/or our environment.
• Employees at every level are responsible for quality (GMP) and regulatory performance in the department to ensure quality program is met.
• Ensure compliance with government regulations, legal documents and safety and ethical standards, obtaining legal compliance training. 

Required Skills and Abilities

• Bachelor's degree or equivalent.
• Fresh graduates are encouraged to apply.
• Sound knowledge of order entry systems (use of Oracle an advantage).
• Outstanding verbal and written communication skills.
• Strong attention to detail and excellent follow up skills.
• Good organizational skills and an ability to prioritize your own workload.
• Ability to work as part of a busy team.
• Flexibility.
• Accurate data entry skills and attention to detail.
• Ability to coordinate and work to tight deadlines.
• Keyboard/IT skills and prior use of database packages.
• Experience in Healthcare and/or medical industry.
• Understanding of logistical and freight systems.
• Understanding of Planning, Commercial and Warehouse. 

About Us:

For nearly a century, we have delivered on our commitment to saving and sustaining the lives of patients, working alongside clinicians and providers around the world.  

We believe every person — regardless of who they are or where they are from — deserves a chance to live a healthy life, free from illness and full of possibility.  

At the intersection of progress and purpose is where we are redefining what it means to be a global MEDtech leader.  

It is where we are relentlessly pursuing healthcare transformation, fueled by our compassion for patients and providers and the challenges they face. It is where bold ideas meet the promise for meaningful change in the world around us. We are there, at every step of the journey, to help clinicians deliver the best care possible.