Healthcare Customer Experience Specialist

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

Benefits offered by this job

Health and well-being benefits

401(k) Retirement Savings Plan

Employee Stock Purchase Plan (ESPP)

Paid holidays & paid time off

Job summary

Baxter is seeking a Customer Service Representative to deliver exceptional support as the main contact for customers across phone, email, fax, and chat. You will ensure timely order processing, accurate records, and effective resolution of inquiries, contributing to patient care and operational success.

The role requires 3+ years in customer service, healthcare industry experience, and proficiency with CRM and ERP systems.

Qualifications

• 3+ years of customer service or customer-facing experience.
• Strong verbal and written communication skills.
• Experience in healthcare, medical device, pharmaceutical, or life sciences industry.
• Knowledge of medical products and healthcare-related customer support processes.
• Experience with ERP systems such as SAP, JD Edwards (JDE), or similar platforms.
• Ability to learn new systems, processes, and products.
• Flexibility to support evening or weekend shifts.

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, 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.

Skills

Verbal and written communication

Customer focus

Problem-solving

Multitasking

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office (Outlook, Word, Excel)

Job description

Baxter is seeking a Customer Service Representative to deliver exceptional support as the main contact for customers across phone, email, fax, and chat. You will ensure timely order processing, accurate records, and effective resolution of inquiries, contributing to patient care and operational success.

The role requires 3+ years in customer service, healthcare industry experience, and proficiency with CRM and ERP systems.