Job Description

Order Management Specialist

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives- where your purpose accelerates our mission.

Your role at Baxter

The Order Management Specialist is responsible for supporting and enhancing the customer experience by entering orders in a timely and quality way, providing the necessary follow up when applicable, answering incoming customer calls regarding order status. The work environment is a changing environment, where a need to adapt to change easily, show flexibility, prioritization, organization, and time management skills are a pre-requisite.

Your team

Reporting to the Manager for Order Management Global Surgical Solutions (GSS), you will work in a team of 11 people in a call center work environment. The role will be based in Acton, MA but some remote work is available. Normal hours of business are Monday to Friday 8am to 5pm Eastern Time. You may be required to be flexible around these hours, as the business serves markets in various time zones.

What you'll be doing

1. Process Orders received via email with accuracy to minimize error
2. Processes Request for Material Authorization Returns, or Repairs and accurately launch ETQ our complaint handling system to ensure that all complaints are captured properly.
3. Support the Allen Medical Systems, Baxter, and Trumpf business for the areas and/or customers that they support
4. Manage the international distributor relationships in all support aspects being the main point of contact for all matters apart from establishing pricing or sales quotas
5. Provide customers with Open Order Reports upon request
6. Some understanding of the culture and government requirements needed to do business in the regions they support
7. Proficient knowledge of commonly used concepts, practices and procedures that are common to a customer centric organization
8. Has some experience working with international shipping documents (which includes payment terms and Incoterms)
9. Ability to work with cross functional teams

What you'll bring

• Associate degree from a two-year college or technical school or equivalent work experience
• 5+ years of previous customer service experience
• Excellent verbal and written communication skills
• Proficient knowledge of order management ERP's (enterprise planning systems)
• Strong organizational skills and attention to detail
• Customer Service Mentality
• Ability to work in a fast-paced environment
• Attention to detail
• Proficient in Microsoft Excel, Word, Outlook, and Teams
• Experience in an ERP System, SAP experience a plus

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $36,000 to $90,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

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