Customer Service Coordinator

2 weeks ago

Northampton, United Kingdom BAXTER Full time

**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.

Summary

Do you have a strong customer service background, with good attention to detail and experience in a finance setting?

This role is responsible for the data management for fulfilment of orders, pricing validation of services, manual billing, disputed invoice resolution, account management within the Background Customer Services team within Fulfilment.

**Key Accountabilities**
- Process daily customer order placements within the pre-defined timescales
- Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance
- Ensure back-order releases are in place within the defined timescales in line with Company SLAs (N.B. For renal orders, the end-to-end process for back orders will need to be managed)
- Troubleshoot and resolve held electronic orders within the order processing system
- Ensure all invoices and additional charges are created and processed within the working month
- Investigate disputed invoice queries and undertake remedial actions to resolve them
- Build and maintain strong relationships with internal stakeholders (e.g. Commercial, Quality Assurance, Warehouse, Transport) and external suppliers (e.g. system provider)
- Respond to all queries and requests within the team’s shared inbox within a timely manner
- Investigate and resolve customer & patient orders that have not reached Fulfillment
- Conduct root-cause analyses of erroneous transactions and undertake corrective actions
- Responsible for setting up the correct pricing for customers/patients as per existing and new contractual requirements
- Conduct pricing validations on a monthly basis and undertake corrective actions
- Support new customer account creation by conducting commercial & compliance validations in line with Quality & MHRA requirements
- Manage mass customer communications for changes to delivery schedules during bank/public holidays
- Support with data validation within generated reports to identify order discrepancies
- Generate reports for the Renal teams as requested
- er services) to manage and respond to queries relating to products and deliveries
- Support management with resolving escalated disputes
- Generate Billings KPI reports and distribute to relevant stakeholders or upload onto the system.
- Raise manual debits and credits for correction of invoices and distribute to relevant stakeholders.
- Prepare and upload accurate files for high volume/high value customer billing.
- Accurately distribute invoices to customers in line with manual billing process against agreed contracts and SLAs

**Education & Experience**
- Successful experience in using JDE or Sales Force (and/or any similar data systems)
- High volume order processing
- Previous experience in resolving invoice queries
- Demonstrable experience in meeting tight and competing deadlines
- Prior experience with data reporting and data management tools would be advantageous

**Skills**
- Strong problem solving skills (e.g. conduct root-cause analyses)
- Process driven
- 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

**Knowledge**
- Expert knowledge of Excel (formulas, vlookups, pivots). Competence with macros would be advantageous

**What are some of the benefits of working at Baxter?**
- £25,500 base salary and competitive benefits package
- Professional development opportunities
- High importance placed on work life balance
- Commitment to growing and developing an inclusive and diverse workforce

**Reasonable Accommodations**

**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.

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