Customer Care Supervisor

Company: Baxter International
Location: Deerfield
Posted on: May 22, 2023

Job Description:

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.

Your role at Baxter

Directly leads and supports, through staffing and talent management processes, a staff of customer service employees related to a segment or segments of the organization's customer-facing operations. This position is accountable for ensuring that customer orders, returns and credits, complaints, requests, etc. are resolved in a timely, accurate, and cost-effective manner upon the first request.

Your team

• Daily service operations for hybrid on-site and work-from-home front-line team of 100+ pharmacy technician service team members and supervisors to ensure that customers and patients receive the best possible service
• Financial support to acquire Certified Pharmacy Technician License
• Remote work opportunities (in office as needed)
• Department Hours Monday-Friday (7:00 AM - 6:00 PM CST)
• Benefits start on Day 1
• 401K with 7% company match
• 10 paid holidays and 4 weeks PTO
  What you'll be doing
  
  • Develop effective systems and procedures to ensure the effectiveness of department operations. Coordinates the activities of the Customer Service department with other internal departments, third party distributors, transportation, operations, customers, and sales staff.
  • Coordinate all department employee's workload and may need to balance workloads and adjusts assignments to obtain most effective performance from all employees.
  • Ensure that new employees are properly trained. May be involved in delivering training to staff as needed. Perform call monitoring and skill verification. Responsible for staffing, performance reviews, employee development, and salary reviews.
  • Receive and answer inquiries from customers, sales staff, and other departments, and vendors. Use judgment and tact to handle complaints, make adjustments, answer or initiate correspondence and perform all other duties involving public contact.
  • Provide coaching points for specialists on problems requiring special handling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments and vendors (ex. Distribution). Take proactive steps as appropriate.
  • Accountable as Area/Regional Key Contact for Distribution POC and Business Unit for service failure tracking, decision making and full resolution within timely bas
  • May serve on project teams and/or help develop new processes and procedures for the overall team.
  • May have responsibility for implementing compliance procedures with federal and state regulations.
    What you'll bring
    
    • Associate or bachelor's degree preferred and a minimum of one year of relevant work experience within most recent 5 years, preferably in a regulated industry or an equivalent combination of education and experience
    • Certified Pharmacy Technician License in good standing preferred
    • Strong communication, interpersonal, and leadership skills. Strong process and results orientations. Ability to work independently and lead multiple priorities in a matrix environment.
      We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. To that end, this position has a salary range of 60,000 to 132,000 and also includes an equity target. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.
      
      The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.
      
      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.
      
      EEO is the Law
      EEO is the law - Poster Supplement
      Pay Transparency Policy
      
      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.
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Keywords: Baxter International, Arlington Heights , Customer Care Supervisor, Other , Deerfield, Illinois