Supv, Customer Svc

Baxter International Inc.; Saint Paul (MN); Hybrid; USD 64,000 - 88,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with company match

Employee stock purchase plan (ESPP)

Job summary

Baxter International Inc. in the United States is seeking an Acute Care Customer Service Supervisor to lead the day-to-day operations of the AC Customer Service team within Respiratory Health, ensuring timely and efficient support for device placement in acute care.

The role emphasizes coaching, regulatory compliance, process improvements, and collaboration with quality and operations to deliver exceptional customer service and drive service-level performance.

Qualifications

• Associates degree or higher or equivalent work experience.
• 2+ years supervisory or leadership experience.
• 2+ years industry experience with healthcare equipment or Durable Medical Equipment preferred.
• Experience with manufacturing ERP systems (JDE) and Power BI preferred.

Responsibilities

• Supervise Acute Care Customer Service team, including providing daily direction and coaching, and assisting with employee hiring, training, development and performance management.
• Monitor team workload including daily performance metrics, call quality, adherence to standard work policies and specific projects to meet performance metrics and established service-level agreements.
• Perform established periodic review of AC related reports to ensure quality completion of work performed by the AC team.
• Provide ongoing oversight, training, and review of the Complaint Process to meet regulatory requirements for the customer service team in collaboration with the Quality and Operations teams within Respiratory Health and across other Baxter entities.
• Act as a subject matter expert, serving as a consistent resource for process-related questions, providing guidance and support to subordinates as well as other cross-functional areas of the business and other Baxter entities.
• Lead ongoing continuous improvement initiatives including new technologies or process changes, to drive efficiencies and simplification of the AC processes.
• Provides exemplary customer service and call quality by leveraging soft skills, troubleshooting, critical thinking, active listening, and solution-driven encounters.

Skills

Supervisory experience

Customer service

Process improvement

Cross-functional collaboration

Active listening

Education

Associates degree or higher

Tools

JDE ERP

Power BI

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.

Your Role:

The Acute Care Customer Service Supervisor is responsible for the day-to-day operations and supervision of the Acute Care Customer Service team. The role works collaboratively with other departments and teams within Respiratory Health and across other Baxter entities to ensure the needs of our customers are met in a timely and efficient manner.

The Acute Care Customer Service team is a critical component of the Respiratory Health sales process as they are responsible for directly supporting customers for device placement within the Acute Care segments of the Respiratory Health business.

What you'll be doing:

• Supervise Acute Care Customer Service team, including providing daily direction and coaching, and assisting with employee hiring, training, development and performance management.
• Monitor team workload including daily performance metrics, call quality, adherence to standard work policies and specific projects to meet performance metrics and established service-level agreements.
• Perform established periodic review of AC related reports to ensure quality completion of work performed by the AC team.
• Provide ongoing oversight, training, and review of the Complaint Process to meet regulatory requirements for the customer service team in collaboration with the Quality and Operations teams within Respiratory Health and across other Baxter entities.
• Act as a subject matter expert, serving as a consistent resource for process-related questions, providing guidance and support to subordinates as well as other cross-functional areas of the business and other Baxter entities.
• Lead ongoing continuous improvement initiatives including new technologies or process changes, to drive efficiencies and simplification of the AC processes.
• Provides exemplary customer service and call quality by leveraging soft skills, troubleshooting, critical thinking, active listening, and solution-driven encounters.

What you'll bring:

• Associates degree or higher or equivalent work experience required
• 2+ years relevant supervisory or leadership experience required
• 2+ years industry experience with healthcare equipment or Durable Medical Equipment preferred
• Experience with manufacturing ERP systems, JDE and Power BI preferred

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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 $64,000 - $88,000 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 upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits,

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)

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.