Customer Service Representative

Zvh; Sydney; Hybrid; AUD 60,000 - 85,000; Full time

Job summary

Baxter Australia is seeking a customer-focused and proactive Customer Service Representative to join our Customer Care Team in Old Toongabbie. You will deliver exceptional service and ensure a seamless customer experience throughout the order fulfilment and delivery process.

This hybrid role is based at our Old Toongabbie office, with 3 days in the office and 2 days working from home. You will work with CRM/ERP systems such as Salesforce or JD Edwards and MS Office, resolving enquiries and

Qualifications

• 1-3 years of customer service experience.
• Proficiency in MS Office Suite.
• Experience with CRM/ERP platforms such as Salesforce or JD Edwards (JDE).
• Strong written and verbal communication skills.
• Proactive, adaptable and collaborative team player.

Responsibilities

• Respond promptly to customer enquiries to enhance their experience.
• Deal directly with customers and home patients via telephone, email, or in person.
• Ensure orders are received and processed accurately per Terms of Sale and compliance.
• Adhere to stocktake and ensure timely delivery lead times.
• Assist customers with order enquiries including product availability and pricing.
• Handle and resolve customer complaints by evaluating relevant information.
• Organise product returns per Terms of Sale.
• Process customer credits per Baxter's credit policy.
• Raise Adverse Events and product complaints while protecting patient privacy.

Skills

Customer focus

Detail oriented

MS Office

CRM/ERP experience

Communication skills

Tools

Salesforce

JD Edwards

MS Office

Job description

This is where your work makes a difference. At Baxter, we believe every person-regardless of who they are or where they are from-deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job- you will find purpose and pride.

The Role At Baxter, we are dedicated to improving outcomes for patients and healthcare providers. We are looking for a customer-focused and proactive Customer Service Representative to join our Customer Care Team. In this role, you will be instrumental in delivering exceptional service and ensuring a seamless customer experience throughout the order fulfilment and delivery process. Reporting to the Customer Service Team Leader, you will act as a key point of contact for customers and home patients, handling enquiries, resolving issues, and providing accurate information about Baxter's products and services. Your ability to build positive relationships and deliver responsive support will contribute directly to customer satisfaction and operational excellence. This position is based at our Old Toongabbie office and follows a hybrid working model, with 3 days in the office and 2 days working from home.

About You

You are a customer-focused and detail-oriented professional with 1-3 years of customer service experience and a passion for delivering outstanding customer experiences. You thrive in a fast-paced environment, confidently managing multiple priorities while maintaining accuracy and professionalism. With strong written and verbal communication skills, you can effectively engage with customers, resolve issues, and build positive relationships. You are proficient in the Microsoft Office Suite and comfortable working with multiple systems and sources of information. Experience with CRM or ERP platforms such as Salesforce or JD Edwards (JDE), as well as exposure to technical support, healthcare, supply chain, planning, or warehouse operations, will be highly regarded. Most importantly, you are proactive, adaptable, and committed to providing exceptional service while contributing positively to a collaborative team environment.

Key Responsibilities

• Respond promptly to all customer enquiries in a manner that will enhance their experience and make them want to deal with Baxter as their number one choice
• Deal directly with customers and/or home patients either by telephone, electronically or face to face
• Ensure order receipt and processing is completed efficiently and accurately in accordance with the current Terms of Sale and Compliance to ensure customers receive their goods as requested
• Adhere to Stocktake schedule and ensure orders are processed in time to meed delivery lead times
• Assist customers and Home patients with order related enquiries including product availability, pricing, enquiries and product complaints
• Handle and resolve customer complaints by obtaining and evaluating all relevant information
• Organise the return of products in accordance with the current Terms of Sale
• Complete customer credits in line with Baxter's current credit policy
• Raise Adverse Events, Product Complaints and demonstrate respect for Patient privacy.

Key requirements

• Minimum 1-3 years of experience within Customer Service.
• Proficiency in MS Office Suite
• Prior experience using CRM systems such as Salesforce, JDE are good to have
• Ability to make quick decisions and perform efficiently and effectively
• Competence in handling multi-source information
• Strong written and verbal communication skills
• Technical support experience for Customer Service is desirable
• Cross-functional experience in Commercial, Planning, and Warehouse domains are good to have.

#li-baxgen #LI-JB1 #ind-aus

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click here and let us know the nature of your request along with your contact information.

No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives. Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.