Customer Service Representative Job at Baxter (Kista)

Customer Service Representative

Baxter

Location:
Sweden , Kista

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

As a Customer Service Representative, you will join our Stockholm‑based Customer Service team and serve as a primary point of contact for customer inquiries. You will manage order processing and coordinate customer service activities across internal functions, particularly in relation to product availability and logistics. You will support customers primarily in Sweden, as well as across the Nordic region, via telephone and email, handling matters such as ordering, scheduling, shipping, invoicing, and customer data maintenance. This role requires strong ownership of the customer experience and close collaboration with internal stakeholders to ensure timely and accurate service delivery.

Job Responsibility:

Receive, process, and manage customer orders via telephone, email and EDI
Serve as the primary contact for customer inquiries and requests, ensuring timely and professional responses
Log, investigate, and resolve customer issues related to orders, invoices, shipments, and deliveries
Maintain accurate customer records and ensure customer data is current and complete
Set up new customer accounts and maintain related documentation and system records
Prepare reports and provide business support information as required
Collaborate with cross-functional teams on customer service initiatives and projects
Act as the primary customer contact for Sweden and the broader Nordic region (Denmark, Finland, Norway, Iceland)
Take full ownership of the (pre)-order-to-cash process, including invoicing, dispute management, escalations, and emergency handling
Manage first-line escalations and coordinate logistics activities as needed
Actively contribute to continuous improvement initiatives aimed at increasing customer satisfaction and efficiency
Forward customer complaints and suspected product defects to CQA / Post-Market Surveillance within required timelines
Escalate adverse events and safety-related information to Pharmacovigilance (PV) in accordance with regulatory requirements

Requirements:

High school diploma or equivalent required
3–5 years of customer service experience, preferably within a B2B and/or regulated healthcare environment
Fluent in Swedish and English, both written and spoken
Strong communication, interpersonal, and organizational skills
Demonstrated ability to operate standard office software and customer service systems
Ability to work independently with a high level of motivation, accountability, and attention to detail
Flexible and adaptable, with the ability to manage changing priorities and customer demands
Strong problem-solving skills and the ability to handle challenging situations with professionalism and empathy
A collaborative team player who thrives in a dynamic environment and adapts well to change
Ability to build and maintain trusted relationships with customers and internal stakeholders
Curious and eager to learn, with the ability to quickly acquire new skills and concepts
Knowledge of GDP standards and applicable quality and compliance systems
Customer-centric mindset with a clear focus on delivering high-quality service

What we offer:

A challenging and rewarding role within a diverse, experienced, and supportive team
An independent position with opportunities to take ownership, influence processes, and make a meaningful impact
Professional development opportunities within the healthcare industry
Structured onboarding and internal training aligned with business needs and career aspirations
Stable employment within a well-established, reputable global organization