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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.
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Job Summary:
The Associate Manager, Customer Service is responsible for managing day-to-day customer service operations, including order management, sales data administration, customer issue resolution, and coordination across commercial and operational teams.
The role ensures that orders and customer information are processed accurately and efficiently, customer service KPIs are monitored, and operational processes comply with relevant requirements. The position also works closely with local and global stakeholders on system improvements, operational projects, cost optimization, and continuous improvement initiatives.
Key Responsibilities:
Order Management & ERP Operations
Manage and oversee the processing of various order types, including sales orders, returns, discounts, and rentals, using JDE and SAP.
Implement and manage HST order-taking procedures to ensure effective and consistent execution.
Ensure legally required biological data is accurately collected from customers and registered in JDE.
Support the resolution of order-related and system-related issues to maintain smooth daily operations.
Sales Data & Performance Tracking
Coordinate the collection of detailed monthly sales data from wholesalers and ensure accurate entry into JDE.
Ensure sales information is processed accurately and on time to support business performance monitoring and commercial decision-making.
Identify and address data or process issues that may impact reporting accuracy or operational efficiency.
Customer Service Operations
Manage customer complaints, exceptions, and irregular cases with professionalism and appropriate follow-through.
Monitor key Customer Service KPIs and take proactive action where necessary to support achievement of targets.
Oversee outsourced customer service providers and ensure service expectations are effectively managed.
Support the management and monitoring of the Customer Service budget.
Cross-Functional & Global Collaboration
Partner closely with commercial and marketing teams on day-to-day operational requirements and customer-related matters.
Work with global teams to troubleshoot and resolve system-related issues affecting Customer Service operations.
Coordinate across different stakeholders to ensure operational issues are addressed efficiently.
Provide regular updates to global stakeholders on Japan's operational status, key issues, and relevant developments.
Compliance & Operational Excellence
Maintain an understanding of relevant regulations and translate requirements into appropriate operational procedures.
Develop, implement, and improve Customer Service processes and procedures as business requirements evolve.
Identify opportunities to improve operational efficiency, accuracy, service quality, and cost effectiveness.
Ensure Customer Service activities are performed in accordance with established processes and applicable requirements.
Projects & Continuous Improvement
Lead or support system upgrade initiatives affecting Customer Service and commercial operations.
Drive cost-reduction initiatives related to shipping and operational processes.
Support project planning, implementation, stakeholder coordination, and execution.
Identify opportunities to…