AddressThis 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.
JOB SUMMARY:
Base at CEVA Warehouse. Provide superior customer service to all clientele with a 'customer-centric' focus. Responsible for the entire order management process, including order entry, order processing within the IT systems and assisting with logistics for timely delivery of products and spare parts and liaising with service technicians on commissioning of products.
Process all telephone calls from customers both external and internal relating to capital product, and spare parts including all customer queries, spare parts, sales orders, and invoice problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES: - Other duties may be assigned:
- Ensure all orders (capital and parts) are entered into the appropriate system.
- Ensure product specifications are confirmed prior to order entry of all capital orders, including resolution of any enquiries specific to these orders.
- Update relevant systems following allocation of stock to specific customer.
- Responsible for answering and transferring all phone calls to the appropriate area.
- Liaise with Account Managers for all Customer Service and Sales related issues per territory.
- Responsible for notifying Finance of any customer or service-related issues that will affect administrative tasks.
- Cross skilling to support order entry and customer service and Logistics aspects of other business units within Operations function.
- Support continuous improvement and updating of the relevant procedures, work instructions and documentation to the department.
- Ensure online learning and training and development is maintained in a timely manner.
- Ad-hoc project planning and project management as needed.
- Coordinating with 3PL provider to manage pickup and delivery dates /times.
- Tracking reverse logistics, closing SA orders JDE.
- Optimization of scheduling all outbound shipments against available inventory.
- Scheduling newly entered and unallocated orders.
- Checking balance of supply/demand by regular house order downdating process.
- Liaising with warehouse on all incoming shipments and outgoing related issues, container receiving, providing pre-advice and packing lists, stock receipting inquiries, supplier issues etc.
- Checking Open Receipt Report/ Open Ship Report to monitor EDI issues between JDE and Matrix.
- Providing demo related enquiries, availability, item condition, SFDC requests, demo item booking with warehouse, commissioning /repair, dispatching and collection.
- Maintaining demo sheet, adding demo items, keeping demo records, running regular demo stock take.
- Providing monthly incoming container calendar to warehouse.
- Providing PODs for SOX Test for Finance.
- Follow complaints process and be able to analyze and defect trend identification.
- Collaborate closely with stakeholders to ensure projects are completed and meet objectives.
- Contribute to process improvements, streamlining and implementation of new or improved processes.
- Analyse data to identify trends and devise solutions for customer experience challenges.
EDUCATION, SKILLS, EXPERIENCE AND QUALIFICATIONS:
- Strong business mindset and customer orientation.
- Proven customer liaison experience, with a record of providing high level of customer satisfaction, preferably in the Healthcare industry.
- Excellent telephone manner and interpersonal skills.
- Basic Understanding of Project Management principles
- Intermediate to advanced skills on Microsoft packages - Word, Excel, PowerPoint.
- Ability to build good relationships and communicate effectively with customers.
- Great organisational skills.
- Strong problem-solving and analytical skills
- Ability to develop and maintain internal and external relationships.
Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com 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.
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