Customer Service Representative II

Baxter; Skaneateles Falls (NY); Hybrid; USD 43,000 - 59,000; Full time

Benefits offered by this job

Health and dental coverage starting on

Employee Stock Purchase Plan (ESPP)

401(k) Retirement Savings Plan

Job summary

Baxter is seeking a Customer Service Representative to be the main contact for customers across phone, email, fax, and chat, ensuring timely order processing and effective issue resolution.

You will collaborate with Sales, Operations, Supply Chain, Commercial, Quality, and Finance to meet customer needs and uphold service standards in a healthcare-focused environment.

Qualifications

• High school diploma or equivalent required.
• 3+ years of customer service or customer-facing experience.
• Strong verbal and written communication skills.
• Demonstrated problem-solving and conflict-resolution abilities.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to learn new systems, processes, and products.
• Experience working collaboratively with internal and external stakeholders.
• Experience within the healthcare, medical device, pharmaceutical, or life sciences industry.
• Knowledge of medical products and healthcare-related customer support processes.
• Experience with CRM systems.
• Experience using ERP systems such as SAP, JD Edwards (JDE), or similar platforms.
• Experience with order management, order entry, or customer account support.
• Flexibility to support occasional evening or weekend business needs.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, fax, and chat.
• Provide timely, professional support regarding products, pricing, orders, and account-related requests.
• Process customer orders accurately and efficiently while ensuring a high level of service.
• Resolve customer complaints and issues in a timely manner, escalating complex concerns when appropriate.
• Maintain detailed and accurate records of customer interactions, transactions, and follow-up activities.
• Partner with cross-functional teams to address customer needs and resolve issues.
• Follow established processes and procedures while identifying and managing exceptions as needed.
• Meet or exceed customer satisfaction goals and KPIs.
• Participate in ongoing training to enhance customer service skills, product knowledge, and system expertise.
• Support additional projects and responsibilities as assigned.

Skills

Customer service experience

Strong communication skills

Problem-solving

Attention to detail

Multitasking

Learning new systems

Stakeholder collaboration

Healthcare industry experience

Medical products knowledge

Order management knowledge

Flexibility for after-hours

Conflict resolution

CRM proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office (Outlook, Word, Excel)

SAP

JD Edwards (JDE)

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.

Your role at Baxter

As a Customer Service Representative, you will play a critical role in delivering an exceptional customer experience by serving as the primary point of contact for customers across multiple communication channels. In this role, you will help ensure customers receive timely support, accurate order processing, and effective resolution of questions and concerns. Your ability to build relationships, navigate systems, and collaborate across functions will directly contribute to customer satisfaction and operational success.

This is where your passion for helping customers, attention to detail, and problem-solving skills come together to make a meaningful impact for both our customers and the patients who depend on Baxter products every day.

What you'll be doing

• Serve as the primary point of contact for customer inquiries via phone, email, fax, and chat.
• Provide timely, professional support regarding products, pricing, orders, and account-related requests.
• Process customer orders accurately and efficiently while ensuring a high level of service.
• Resolve customer complaints and issues in a timely manner, escalating complex concerns when appropriate.
• Maintain detailed and accurate records of customer interactions, transactions, and follow-up activities.
• Partner with cross-functional teams, including Sales, Operations, Supply Chain, Commercial, Quality, and Finance, to address customer needs and resolve issues.
• Follow established processes and procedures while identifying and managing exceptions as needed.
• Meet or exceed customer satisfaction goals and key performance indicators (KPIs).
• Participate in ongoing training to enhance customer service skills, product knowledge, and system expertise.
• Support additional projects and responsibilities as assigned.

What you'll bring

• High school diploma or equivalent required.
• 3+ years of customer service or customer-facing experience.
• Strong verbal and written communication skills.
• Demonstrated problem-solving and conflict-resolution abilities.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to learn new systems, processes, and products.
• Experience working collaboratively with internal and external stakeholders.
• Experience within the healthcare, medical device, pharmaceutical, or life sciences industry.
• Knowledge of medical products and healthcare-related customer support processes.
• Experience with Customer Relationship Management (CRM) systems.
• Experience using ERP systems such as SAP, JD Edwards (JDE), or similar platforms.
• Experience with order management, order entry, or customer account support.
• Flexibility to support occasional evening or weekend business needs.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $43,200 - $59,400 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors.This position may also be eligible for discretionary bonuses.

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a required minimum number of days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. The flexible workplace policy is subject to local laws and legal requirements.At its discretion, Baxter may decide to adjust, suspend, or discontinue as business needs change.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

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.

Know Your Rights: Workplace Discrimination is Illegal

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

Recruitment Fraud Notice

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 our Recruitment Fraud Notice.