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Customer Service Representative - Mississauga, ON #358844

Company: Baxter

Date: 02/15/2020

Category: Biotechnology / Pharmaceuticals

City: Mississauga, ON

Are you looking for a career that matters?


We believe every person deserves a chance for a healthy life, free from illness and full of possibility. We see a world full of healing, with viable care options available to those with limited choices today. We envision new ways of providing physicians, pharmacists and nurses with technologies that not only treat chronic diseases, but also work to prevent them. We’re looking for team members who are motivated to learn, grow and innovate, while making a meaningful difference for millions of people around the world.


https://www.youtube.com/watch?v=X0h_0ih8MgQ


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


Order Fulfillment


  • 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 inquiries 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 schedulesProvide 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

Qualifications


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


  • University Degree/College Diploma


  • Bilingual - English/French


  • Graduate/Undergraduate Pharmacy Science University Degree


  • 10+ Years Work Experience in hospital / clean room


  • Good understanding of the Canadian Regulatory and quality requirements for Canadian Healthcare manufacturers


  • Ability to prioritize workload to meet strict deadlines


  • Accuracy & detail focused


  • 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

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.


Our products and therapies touch the lives of millions of people around the world every day, which is why we are focused on transformative innovations that bring smarter, more personalized care to all of us. For 87 years and counting, we have been at the critical intersection where the ideas that save and sustain lives meet the providers who make it all happen. And now, we are determined to realize our boldest opportunities to transform global healthcare for years to come.


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