Customer Service Representative - Bilingual (French and English)

This is where you save and sustain lives

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.

Applies subject matter expertise and technical subject matter expertise to the customer service functions in order to ensure customer service is delivered to institution customers. The incumbent serves as first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. Responsible for initial intake, documentation, and distribution of customer need as required. Provides independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products, returns, credits and orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides first point of contact for order entry for healthcare institutions.
• Thoroughly documents all inquiries in adherence with company procedures.
• Redirects complex or specialized concerns to appropriate team for follow up (e.g. – medical inquiries, technical product support) when applicable
• Expedites customer orders as required.
• May provide guidance and training to department new hires
• Investigates and resolves problems related to shipment of products, returns, credits, and orders.
• Handle processing and issuing credits for returns.
• Supports resolution of errors within GFax and EDI transactions
• Manage sample export and input order
• Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and / or make recommendations.
• Perform initial data collection for product complaints and adverse events which may include :

o Evaluate complaint for need to investigate and coordinate sample retrieval

o Provide complainants resolutions (written or verbal) communication for known issues

o Notification to third parties of product complaint

EDUCATION LEVEL

Required :

Preferred :

ADDITIONAL SKILLS