Customer Service Representative Job at Baxter (Northampton)

Job Description

We are currently looking for a Customer Services Representative to work initially from our high performing National Distribution Site in Northampton, moving to a brand-new healthcare facility owned by CEVA Logistics in Rockingham Park, Corby which will be opening in 2027. You will be required to manage customer queries and complaints ensuring a win/win solution for Baxter and the customer. The role is work between the hours of 9.30am – 5.30pm, Monday to Friday.

Job Responsibility

To deliver excellent Customer Service, managing customer expectations in line with service parameters, supporting the delivery of all CS KPI's
To 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 to customer orders as part of EDI mapping and undertake daily system maintenance
To effectively manage returns in accordance with the returns policy, within the agreed KPI target
To 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
To provide teamwork and positively enhance the reputation of the department and Baxter on a daily basis
To be responsible for personal Baxu raining schedule and ensure it is always completed on time
To ensure adherence to Baxter Healthcare policies
Participate in out of hours and bank holiday Rota cover

Requirements

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)