Customer Service Team Lead

This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride. 

Major Responsibilities

• Work in close collaboration with 3rd party provider:
• Monitor performance vs established agreements and SOPs.
• Hold the 3rd party provider accountable and establish appropriate corrective actions where KPIs are not being met and to prevent repeat issues leading to customer dissatisfaction.
• Review and calibrate the efficacy of corrective actions thru the weekly/monthly complaints process.
• Manage and participate in critical meetings with 3PL provider and Include relevant feedback as part of the Monthly complaints review process.
• Escalate issues and improvements to Weekly, Monthly and Quarterly reviews to establish full transparency.
• Work in close collaboration with internal functions:
• Proactively identify trends to strategically feed data-driven recommendations and improvements across the organization.
• Review regional trends to provide feedback to Customer Care Reps for their account meetings
• Acquire a clear understanding of primary drivers of Customer dissatisfaction.
• Work with Baxter Quality department as required to close out quality-related complaints.
• Work with Customer Care department as required to close out Customer Care-related complaints.
• Work with Customer Care to ensure compliance to SOPs and identify internal opportunities for corrective and preventative actions.

Education Level

Required:

• College degree

Major Subjects / Specialties

Required:

• Business
• Customer Service
• Knowledge of JDE operating system

Preferred:

•  Operations/Supply Chain

Type of Experience

Required:

• Customer Care, Sales Support or equivalent

Preferred:

• Customer facing experience in a sensitive environment
• Experience working with a 3PL
• Analytics
• Process improvement
• Supply Chain

Years of Experience

Require:

• 3 years in Customer Care/Healthcare Operations/Marketing/Sales Support
• 1+ years of entry level sales and/or direct customer experience

Preferred:

•  Experience influencing without authority

#LI-AR1

#IND-CA

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here 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.