Customer Service Representative

• Deliver excellent Customer Service, managing customer expectations in line with service parameters, supporting the delivery of all CS KPI’s
• Take responsibility for customer order placement - processing orders in JDE via emails and phone calls
• Troubleshoot and resolve electronic orders held within the order processing system
• Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance
• Troubleshoot and resolve held electronic orders within the order processing system
• Effectively manage returns in accordance with the returns policy, within the agreed KPI target
• Take ownership of complaint process – receipt, investigation, invoice corrections, and resolution within agreed KPI target
• Ensure back-order releases are in place within the defined timescales in line with Company SLAs
• Ensure all invoices and additional charges are created and processed within the working month
• Support the activation of new accounts & annual license check, in line with Quality & MHRA requirements
• Undertake mass customer communications for changes to delivery schedules during bank/public holidays
• Dealing with all incoming emails & salesforce cases – internal and external - and all queries and requests within a timely manner
• Build and maintain strong relationships with internal & external stakeholders (e.g. Commercial, Quality Assurance, Warehouse, Transport)
• Provide teamwork and positively enhance the reputation of the department and Baxter on a daily basis
• Be responsible for personal Baxter training schedule and ensure it is always completed on time
• Ensure adherence to Baxter Healthcare policies
• Participate in out of hours and bank holiday Rota cover

• Flawless customer service skills
• Strong attention to detail/accuracy
• Comfortable with managing large volumes of data
• Effective written/verbal communication skills
• Good stakeholder management
• Strong numeracy skills
• Good organizational skills
• Tenacious
• Good decision-making skills
• Good team player
• Professional telephone manner
• Can do attitude, willing and positive manner
• Successful experience in using JDE or Sales Force (and/or any similar data systems)
• Prior experience with data reporting and data management tools would be advantageous

Prior experience with data reporting and data management tools would be advantageous

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work life balance