Customer Service Representative II
Baxter International Inc.
Summary
Responsible for providing timely and effective customer support through various communication channels, including phone, email, fax, and chat. Primary point of contact for customers, responding to their inquiries, resolving issues, and ensuring their needs are met.
Job description
What you'll be doing
- Respond to customer inquiries via phone, email, fax, and chat in a timely and professional manner
- Perform routine tasks, follow standard operating procedures, may at times require interpretation or require following an exception process/procedure, under moderate supervision.
- Resolve customer complaints and issues in an efficient manner
- Provide product information, pricing, and ordering details to customers
- Process customer orders
- May collaborate with internal teams, such as sales, operations, supply chain, commercial, quality, and finance, to resolve customer issues
- Maintain accurate records of customer interactions, including notes and follow-up actions
- Escalate complex issues and/or customer complaints
- Meet or exceed customer satisfaction targets and key performance indicators (KPIs)
- Participate in ongoing training and development to improve customer service skills and product knowledge.
- Other duties as assigned (<20%)
What you'll bring
- High school diploma or equivalent required; associate or bachelor's degree preferred
- 3-5 years of customer service experience
- Excellent communication, interpersonal, and problem-solving skills
- Ability to work in a fast-paced environment and handle multiple priorities
- Working knowledge in Microsoft Office, including Word, Excel, and Outlook
- Ability to learn and adapt to new systems, processes, and products
- Strong attention to detail and accuracy
- Ability to work a flexible schedule, including evenings and weekends (as needed)
- Previous experience in a customer-facing role
- Knowledge of medical products or the healthcare industry
- Experience with customer relationship management (CRM) software
- Experience with ERP software (e.g., JDE, SAP)
Requirements
- High school diploma or equivalent required
- 3-5 years of customer service experience
- Excellent communication, interpersonal, and problem-solving skills
- Ability to work in a fast-paced environment and handle multiple priorities
- Working knowledge in Microsoft Office, including Word, Excel, and Outlook
- Ability to learn and adapt to new systems, processes, and products
- Strong attention to detail and accuracy
- Ability to work a flexible schedule, including evenings and weekends (as needed)
- Previous experience in a customer-facing role
- Knowledge of medical products or the healthcare industry
- Experience with customer relationship management (CRM) software
- Experience with ERP software (e.g., JDE, SAP)
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
- Family and Medical Leave
- 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.