Complaints Analyst

Baxter Healthcare; Tijuana; Presencial; MXN 367,000 - 552,000; Jornada completa

Descripción de la vacante

A global healthcare company located in Tijuana is seeking a Post Market Surveillance Quality Associate. This role involves managing customer complaints, conducting assessments, and ensuring timely closure of issues. Candidates must possess a Bachelor's degree and have at least one year of experience in customer service. The company values communication, critical thinking, and the ability to work both independently and in teams.

Formación

• Minimum 1 year of experience in customer service industry.
• Education in life sciences is nice to have.
• Strong written/verbal communication skills in English.

Responsabilidades

• Manage incoming customer calls and complaint workflow.
• Responsible for complaint entry and initial assessment.
• Communicate internally and with external customers.

Conocimientos

Customer service

Critical thinking

Written communication

Problem solving

Ability to multitask

Educación

Bachelor's Degree

Descripción del empleo

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.

About Us: Baxter's Mission

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Your Role at Baxter

The Post Market Surveillance Quality Associate (Complaints Analyst) is responsible for receiving complaints via direct calls, triage and processing complaint files.

You are creative, thorough, and a heads-down do-er. You embrace a challenge and truly apply the collaborative powers of your team to produce great results. You are motivated by work that is never the same from one day to the next. As a Product Surveillance Associate, you are unafraid of navigating through necessary internal processes to facilitate a product you deeply believe in. You can absorb and act on complex procedures and data and train your team or peers if needed. You take pride in getting things done quickly without sacrificing safety or quality.

Your Team at Baxter

Within Quality, every role makes a difference. Products that Baxter makes are shipped worldwide for patients in need. Whether it's building a new process from scratch or facing a never-before-seen production hurdle, individuals within Quality are given the trust and opportunity to bring creativity to the table. Regardless of your specific role with a product, it is sure to touch a portion of our global operation.

The mission of Baxter is to save and sustain lives. This mission is embedded into everything we do. This means if there is a decision to be made where quantity and quality are at odds, we will always choose quality. Our patients come first, always.

The Quality function values both working together as a team and independently. We draw energy from working in a plant or an office where there are opportunities to collaborate. As the company evolves, so does the way our team approaches work as it strives to create top-of-the-line products.

We build relationships with each other to get work done. Building these relationships is easy because we all share common traits of being reliable, ethical, and caring. We lean on our colleagues for their expertise and hold each other accountable. We feel empowered to speak up when there's a new insight or opportunity to improve something. This open dialog builds trust within the team and helps create a better product for our customers.

What you'll be doing

• Effectively manage incoming customer calls and complaint workflow as well as follow-up calls
• Responsible for complaint entry, initial assessment and triage of complaints
• Communicate cross functionally internally as well as with external customers and suppliers
• Evaluate complaint for need to investigate and coordinate sample retrieval
• Respond to customer complaints (written and verbal); determine reportability of complaint
• Timely closure of complaints, as per procedure
• Effectively manage workflow, identifying and escalating issues
• Participate in continuous improvement efforts and projects, including CAPAs
• Assist in developing plans to investigate risks

What you'll bring

• Bachelor's Degree required.
• 1 year of customer service industry
• Nice to have: education in life sciences
• Previous experience in customer service and/or interactions with external customers
• Customer focused
• Solid written/verbal communication skills in English
• Proficient with computers
• Ability to work with cross-functional teams to interact effectively with peers, management and customers
• Strong critical thinking, problem solving skills and being able to multitask while juggling multiple priorities
• Able to work independently

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.