Customer Service Coordinator

Baxter Healthcare; Whetstone; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive total compensation package

Professional development opportunities

High importance placed on work life &

Job summary

Baxter Healthcare in the United Kingdom is seeking an after-sales customer service specialist to support external and internal customers, process service requests, and help drive continuous improvement in service delivery.

The role focuses on resolving customer issues per Baxter’s Quality procedures and delivering reliable, cost-effective support across Sales & Marketing, Customer Services, Product Services, Field Services and R&D/Engineering.

Qualifications

• Minimum of 2 years of customer service experience.
• Strong English communication skills.
• Experience with quality procedures is preferred.

Responsibilities

• Provide after-sales customer service and ensure high customer satisfaction.
• Answer inquiries via phone and email in a professional manner.
• Document complaints and service interactions per guidelines.
• Create service work orders and process requests for repairs.
• Provide quotations for repairs and manage contracts in the system.
• Support service reporting and trend analysis of product issues.
• Develop relationships with distributors and customers across the organization.

Skills

Customer service

Escalation handling

Communication

Time management

Process improvement

Job description

This is whereyour 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.

POSITION SUMMARY

Provides after-sales customer service. Organise, deliver and maintain reliable customer service, supporting both external and internal customer, creating and invoicing service requests and support operational excellence. Processing complaints in accordance with Baxter’s Quality procedures to resolve customer issues and help facilitate the continuous improvement of Baxter products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide after-sales customer service, assuring high customer satisfaction.
• Answer customers’ inquiries (phones support and email to case management) in an efficient, accurate and professional manner.
• Formally document customer complaints / service notifications and interactions, in line with company guidelines.
• Create service work orders for customer repair requests. Process all requests from customers to supply, remove and service products.
• Provide customer quotations for repairs
• Add service contracts to the system and set Preventative Maintenance plans.
• Invoice contracts and chargeable service repairs through the service order management systems, ensuring all invoices are correct and tight deadlines are met
• Process complaints for investigation and resolution to the relevant in accordance with Baxter’s Quality procedures.
• To contribute to the successful resolution of customer complaints and quality issues.
• To ensure that all information supplied is complete and accurate and is delivered timeously.
• Support service reporting and trend analysis of product complaints.
• Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers and Baxter colleagues within Sales & Marketing, Customer Services, Product Services and R&D/ Engineering.
• Develop and maintain strong working relationships with distributors, customers, technical service providers and Baxter colleagues within Sales & Marketing, Customer Services, Products Services, Field Services and R&D/Engineering.
• Support all internal colleagues as and when required, communicate effectively and process all actions required.
• Other duties may be assigned as needed.
• Ensure all procedures and internal processes are adhered to
• Ensure that all information supplied and assigned has complete and accurate information
• Provide effective team input and support the team on all occasions

EDUCATION AND EXPERIENCE

• Minimum of 2 years of customer service experience and/or experience
• Track record in customer service excellence preferred
• Experience of innovation and continuous improvement.
• Successful experience of Quality procedures and protocols.
• Good command of English, both oral and written
• Computer literate with good keyboard skills
• Excellent telephone manner with good interpersonal skills

QUALIFICATIONS AND SKILLS

• Excellent communication skills on different levels.
• Customer focused mindset.
• Ability to switch quickly between tasks and processes.
• Strong time management / planning skills.
• Ability to identify process improvement opportunities and elevate it to Management.

What are some of the benefits of working at Baxter?

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

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 on the link here and let us know the nature of your request along with your contact information.

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review the Recruitment Fraud Notice.

Unit 5|The Whittle Estate|Cambridge Road|Whetstone|Leicestershire|LE8 6L|United Kingdom