Customer Service Representative II
Baxter International Inc.
Summary
As a Customer Service Representative, you will play a critical role in delivering an exceptional customer experience by serving as the primary point of contact for customers across multiple communication channels. In this role, you will help ensure customers receive timely support, accurate order processing, and effective resolution of questions and concerns. Your ability to build relationships, navigate systems, and collaborate across functions will directly contribute to customer satisfaction and operational success.
Job description
What you'll be doing
- Serve as the primary point of contact for customer inquiries via phone, email, fax, and chat.
- Provide timely, professional support regarding products, pricing, orders, and account-related requests.
- Process customer orders accurately and efficiently while ensuring a high level of service.
- Resolve customer complaints and issues in a timely manner, escalating complex concerns when appropriate.
- Maintain detailed and accurate records of customer interactions, transactions, and follow-up activities.
- Partner with cross-functional teams, including Sales, Operations, Supply Chain, Commercial, Quality, and Finance, to address customer needs and resolve issues.
- Follow established processes and procedures while identifying and managing exceptions as needed.
- Meet or exceed customer satisfaction goals and key performance indicators (KPIs).
- Participate in ongoing training to enhance customer service skills, product knowledge, and system expertise.
- Support additional projects and responsibilities as assigned.
What you'll bring
- High school diploma or equivalent required.
- 3+ years of customer service or customer-facing experience.
- Strong verbal and written communication skills.
- Demonstrated problem-solving and conflict-resolution abilities.
- Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to learn new systems, processes, and products.
- Experience working collaboratively with internal and external stakeholders.
- Experience within the healthcare, medical device, pharmaceutical, or life sciences industry.
- Knowledge of medical products and healthcare-related customer support processes.
- Experience with Customer Relationship Management (CRM) systems.
- Experience using ERP systems such as SAP, JD Edwards (JDE), or similar platforms.
- Experience with order management, order entry, or customer account support.
- Flexibility to support occasional evening or weekend business needs.
Requirements
- High school diploma or equivalent required.
- 3+ years of customer service or customer-facing experience.
- Strong verbal and written communication skills.
- Demonstrated problem-solving and conflict-resolution abilities.
- Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to learn new systems, processes, and products.
- Experience working collaboratively with internal and external stakeholders.
- Experience within the healthcare, medical device, pharmaceutical, or life sciences industry.
- Knowledge of medical products and healthcare-related customer support processes.
- Experience with Customer Relationship Management (CRM) systems.
- Experience using ERP systems such as SAP, JD Edwards (JDE), or similar platforms.
- Experience with order management, order entry, or customer account support.
- Flexibility to support occasional evening or weekend business needs.
Benefits
- Medical, Dental & Vision
- Life Insurance
- Accident Insurance
- Short-term Disability
- Long-term Disability
- Business Travel Accident Insurance
- Employee Stock Purchase Plan
- 401(k) Matching
- Flexible Spending Accounts
- Educational Assistance
- Paid Holidays
- Paid Time Off
- Paid Parental Leave
- Commuting Benefits
- Employee Discount Program
- Employee Assistance Program
- Childcare Benefits
Company overview
Baxter International Inc. is an American multinational healthcare company headquartered in Deerfield, Illinois, founded in 1931. As a leading global medical device manufacturer, Baxter specializes in developing and producing essential medical products for treating chronic and acute medical conditions. The company operates across three primary business segments: Medical Products and Therapies, Healthcare Systems and Technologies, and Pharmaceuticals. Baxter's extensive product portfolio includes intravenous (IV) solutions, infusion pumps, dialysis equipment for kidney disease treatment, surgical technologies, and hospital pharmaceuticals. With approximately 38,000 employees worldwide and annual revenues exceeding $10 billion, Baxter plays a critical role in global healthcare infrastructure. The company is particularly known for its leadership in IV fluid production, manufacturing approximately 60% of the intravenous fluids used in the United States. Baxter's innovations include pioneering developments in artificial kidney technology and advanced surgical products, serving healthcare providers across more than 100 countries. The company maintains a strong commitment to research and development, investing significantly in medical technology advancements that improve patient outcomes and healthcare delivery efficiency.