Customer Service & Order Resolution Specialist in Northampton

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.

Summary: We are currently looking for a Customer Services Representative to work initially from our high performing National Distribution Site in Northampton, moving to a brand-new healthcare facility owned by CEVA Logistics in Rockingham Park, Corby which will be opening in 2027. You will be required to manage customer queries and complaints ensuring a win/win solution for Baxter and the customer. The role is work between the hours of 9.30am - 5.30pm, Monday to Friday.

Essential Duties and Responsibilities:

• To deliver excellent Customer Service, managing customer expectations in line with service parameters, supporting the delivery of all CS KPI's.
• To take responsibility for customer order placement - processing orders in JDE via emails and phone calls.
• Troubleshoot and resolve electronic orders held within the order processing system.
• Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance.
• Troubleshoot and resolve held electronic orders within the order processing system.
• To effectively manage returns in accordance with the returns policy, within the agreed KPI target.
• To take ownership of complaint process - receipt, investigation, invoice corrections, and resolution within agreed KPI target.
• Ensure back-order releases are in place within the defined timescales in line with Company SLAs.
• Ensure all invoices and additional charges are created and processed within the working month.
• Support the activation of new accounts & annual license check, in line with Quality & MHRA requirements.
• Undertake mass customer communications for changes to delivery schedules during bank/public holidays.
• Dealing with all incoming emails & salesforce cases - internal and external - and all queries and requests within a timely manner.
• Build and maintain strong relationships with internal & external stakeholders (e.g. Commercial, Quality Assurance, Warehouse, Transport).
• To provide teamwork and positively enhance the reputation of the department and Baxter on a daily basis.
• To be responsible for personal training schedule and ensure it is always completed on time.
• To ensure adherence to Baxter Healthcare policies.
• Participate in out of hours and bank holiday Rota cover.

Skills:

• Flawless customer service skills.
• Strong attention to detail/accuracy.
• Comfortable with managing large volumes of data.
• Effective written/verbal communication skills.
• Good stakeholder management.
• Strong numeracy skills.
• Good organizational skills.
• Tenacious.
• Good decision-making skills.
• Good team player.
• Professional telephone manner.
• Can-do attitude, willing and positive manner.
• Successful experience in using JDE or Sales Force (and/or any similar data systems).
• Prior experience with data reporting and data management tools would be advantageous.

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.

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.