Baxter CIVA Customer Service Representative in Ontario, Canada

About Baxter
Every day, millions of patients and caregivers rely on Baxter’s leading portfolio of critical care, nutrition, renal, hospital and surgical products. For more than 85 years, we’ve been operating at the critical intersection where innovations that save and sustain lives meet the healthcare providers that make it happen. With products, technologies and therapies available in more than 100 countries, Baxter’s employees worldwide are now building upon the company’s rich heritage of medical breakthroughs to advance the next generation of transformative healthcare innovations. To learn more, visit www.baxter.com and follow us on Twitter, LinkedIn and Facebook.

Summary

Provide Customer support through the management of the customer order fulfillment process including order receipt, order entry, and order scheduling while ensuring inventory levels are sufficient to meet customer requirements.

Essential Duties and Responsibilities

  • Triage e-fax and/or paper fax orders for scheduling. Notify Pharmacist of any unclear or incorrect codes

  • Perform order entry according to established customer order / delivery schedule while ensuring priority orders are flagged

  • Provide timely communication to customers on production and delivery delays and reduction in order quantities

  • Recommend tools or develop systems to improve operational efficiency/customer service

  • Maintain service issue logs to support monthly CSR reporting and manage customer credits in timely manner.

  • Respond to general enquiries from customers and route requests for information to the appropriate subject matter expert

  • Maintain and update excel spreadsheets for reporting purposes, creating spread sheets to create more efficient processes for the dept.

  • Provide daily communication with transportation provider to establish pick-up schedules

  • Provide daily customer priority list for labeling/release

  • Respond to sales/marketing team with customer data and reports

  • Track customer delivery metrics and ensure load balancing through the production schedule.

  • Pharmacy or Compounding Center Experience in hospital / pharma / clean room

  • University Degree/College Diploma

  • Ability to prioritise workload to meet strict deadlines

  • Accuracy & detail focussed

  • Focus on collaboration and teamwork

  • Baxter Pharmacy Compounding experience

  • Customer relationship skills

  • Merlin V4

  • Excellent multi-tasking capability / project management experience

  • Customer service management and operational management experience

  • Communication and presentation skills

  • Analytical and business problem solving skills

  • Ability to facilitate and manage change

  • Team building and coaching

  • Computer skills – JDE, Merlin, Microsoft Office

  • Advancing excel experience, automate excel spreadsheets utilizing pivot tables, macros, and various functions for reporting and analytics

  • Critical Thinking & Problem Solving, Communication, Collaboration & Teamwork, Motivating & Developing Others, Dealing with Ambiguity, Customer Focus

    A Career That Matters Baxter’s employees are united in a mission to save and sustain lives. We are passionate about applying scientific innovation to meet the needs of the millions of people worldwide who depend on our medically necessary therapies and technologies. We focus on increasing access to healthcare, innovating in crucial areas of unmet need, and pursuing creative collaborations that bring our mission to life for patients every day.

    Thank you for your interest and application to Baxter. All applications will be reviewed and those candidates selected for consideration will be contacted directly.

    Baxter is committed to creating and maintaining a barrier-free environment for all employees and customers. We believe in integration and equal opportunity and we are committed to treating all people with dignity and respect.

Job: *Supply Chain

Organization: *Global Operations - Global Compounding Operations

Title: CIVA Customer Service Representative

Location: Canada-Ontario-Mississauga

Requisition ID: 190000AJ