Customer Service Process Improvement Representative

1 month ago

Dublin, Ireland 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

The Customer Service Process Improvement Representative is responsible for leading process improvements within the Compounding Customer Service Department, while also providing support to Hospital/Homecare customers, to who Baxter provide critical therapies and healthcare products.

The role will also involve developing strong customer relations with hospitals and HSE, supporting the Sales team and liaising with Production, Warehouse & Distribution, Demand and Finance.

ESSENTIAL DUTIES AND RESPONSIBILITES

The Customer Service Process Improvement Representative is responsible for the following activities:

Develop a high level of knowledge about Compounding Customer Services procedures, controlled documentation and processes: Complete periodic review and update documentation as the need arises. Challenge current processes and collaborate with key partners to drive implementation of new procedures as appropriate to enhance service and implement lean process improvements. Provide direction to Compounding Customer Service Team and coordinate staff training ensuring that training is completed in a timely manner and that training records are properly maintained Monitor process performance and improvements . Raising and investigating Non-Conformances and Service Complaints: Identify any CPIs to be raised within the Compounding Quality Indicators system and conduct root cause analysis of order entry errors; propose corrective and preventative actions Conduct root cause analysis Identify and implement corrective actions to improve operational performance Complete Change Controls Work with the Operations and QA teams to ensure readiness of the Department for any internal or external inspections/audits documentation control and archiving Ability to be cross trained on all areas of Compounding Customer Services to provide support, where requiredWhere supporting, process orders promptly and accurately within agreed targetsReceipt, documentation and fulfilment of orders including handling of TBC/holds & cancellations in accordance with manufacturing capabilitiesUnderstand and use effectively Baxter system relevant to the roleResolve any issues presented on the order in accordance with agreed proceduresEnsure that completed orders are submitted in a timely manner Respond promptly to all queries from customers or colleagues, relating to product or service Liaise with all internal departments to ensure that the highest quality service is delivered to customers Liaise with third party service providers, where required Compliance to Good Manufacturing Practices (GMP), Good Distribution Practices (GDP), Environmental Health & Safety (EHS), Regulatory and Corporate Requirements as applicable Elements of your duties and responsibilities, in terms of routine activities, and specific projects, will span both Baxter Dublin Compounding operations. All such duties/responsibilities are governed by the overarching Baxter Quality Management System, however, locally you must align with site specific requirements, and complete all necessary training Any other tasks or activities required by the business deemed relevant to this role as the business model changes Refer to BaxWho for organisational structure

EDUCATION AND/OR EXPERIENCE

Degree or equivalent experience Proven track record of developing support solutions with positive impact to business metrics is desirable Must possess a keen ability to adapt to a changing environment Proficiency with MS Office Strong attention to detail and ability to use initiative and work under pressure Experience working in a team based environment Background in Good Manufacturing Practices (GMP) is desirable, but not necessary Previous experience in Pharmaceutical / Healthcare industry preferrable

SKILLS

Customer focus with a proven ability to deliver excellent customer service Excellent organizational skills & attention to detail Excellent written and verbal communication/interpersonal skills Excellent problem resolution skills An ability to work in a team environment and independently Ability to manage a wide range of tasks simultaneously and prioritize workload

What are some of the benefits of working at Baxter?

Competitive total compensation package Professional development opportunities High importance placed on work life balance Commitment to growing and developing an inclusive and diverse workforce Baxter is committed to growing and developing an inclusive and diverse workforce – you can read more about our specific values here .

We hire great people all the time, if this role appeals to you, then we’d love to hear from you

#IND-UKOPS

#IND-UKIRE

#JOBSIE

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