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Baxter Logo Baxter · Customer Service

Customer Service Supervisor

Australia, Old Toongabbie Employment contract · Job Posted May 28, 2026
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Job Description

We are seeking an experienced Customer Service Supervisor to drive excellence across our ANZ customer service operations at Baxter. In this role, you will lead and develop a high-performing team, ensuring exceptional service delivery, operational efficiency, and continuous improvement. You will play a key role in supervising performance, resolving complex issues, and collaborating cross-functionally to enhance the overall customer experience.

Job Responsibility

  • Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives
  • Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement
  • Handle and resolve advanced or complex customer complaints promptly and professionally
  • Assess workload and adjust prioritisation to meet service level targets
  • Identify and implement initiatives to improve efficiency, service quality, and customer experience
  • Monitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to management
  • Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses
  • Partner with cross-functional teams to align customer service strategies with broader business objectives.

Requirements

  • Relevant tertiary qualification or equivalent proven experience
  • 3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices
  • Proven leadership and team management skills
  • Strong ability to build trusted relationships with customers and stakeholders.
  • Proficiency with CRM and ERP systems (e.g., JDE, SAP)
  • Prior working knowledge of pharmaceuticals or medical devices is highly desirable
  • Experience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)
  • Experience in Project management and Lean processing methodology
  • Strong attention to detail and adaptability to new systems and processes
  • Ability to thrive in a fast-paced environment and prioritise competing demands
  • Flexible schedule availability, including evenings and weekends as needed
  • Advanced Microsoft Office skills (Word, Excel, Outlook).
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