Customer Service Representative

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. Summary We are currently looking for a Customer Disputes Coordinator to work from our high performing National Distribution Site in Northampton. 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 8:30am – 5pm, Monday to Friday. This role will 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. Essential Duties and Responsibilities To correctly log all dispute management queries / complaints for KPI information Working with initiative to conduct a full investigation on invoice queries for resolution within SLA. To check if previous investigation has been conducted and credits already issued. To contact / liaise / negotiate with customers for query resolution within SLA To obtain POD’s for eSSC to collect outstanding debt To be able to query the system for account management (billto/shipto) To check invoice against purchase order and ensure correct account used, if incorrect, to process credit and rebill To follow the credit note approval process according to European matrix. To ensure sound knowledge of different contracts across business areas including the Hospital and Homecare teams. To liaise with Pricing team to ensure rebill customer pricing is applied correctly according to contract. To liaise with Operational / Warehouse team for order products / quantity queries To liaise with Transport providers for delivery queries. To work with Service Managers to help dispute resolution / DSO as appropriate Accountable for appropraite dispute escalation process Ownership of inbox management, to ensure disputes are coded and allocated on a daily basis To use JDE for resolution process. To be a system expert on JDE, Siebel, Sales Force. To identify any process / area improvement To review training / process requirements & update ways of working and SOP's accordingly To be responsible for personal ISO Training schedule and ensure it is always completed on time To deliver excellent Customer Service To provide teamwork and positively enhance the reputation of the department and Baxter To manage customer expectations in line with service parameters To ensure adherence to Baxter Healthcare policies Support and participate in 6S initiatives Qualifications A Level standard or equivalent Keys Skills and Experience Organised Planning and Prioritisation Effective decision-making skills Intuitive Strong attention to detail/accuracy Analytical thinking Good team player Professional telephone manner Proactive and reactive nature Can do attitude, willing and positive manner What are some of the benefits of working at Baxter? Competitive total compensation package Professional development opportunities High importance placed on work life balance #LI-MT1 #IND-UKOPS #IND-UKCOM #LI-BAXGEN 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 .