eSolution Customer Service Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your role at Baxter

This position is responsible for managing all aspects of order-fulfillment process for Renal Medical Products through inbound calls (Toll-free) and non-phone channels including eSolution portals (fax, email, etc.) The eSolution Specialist provides superior service to external customers and internal Vantive team members, handing exceptions, general inquiries, correspondence, and documenting service failures. The role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, sales representatives, and other departments.

WHAT WE OFFER FROM DAY 1:

• Paid Time Off (4 weeks) and
• Paid Holidays (11 paid)
• Medical, Dental, Disability and Life Insurance coverage
• Vision and Voluntary Benefits
• Paid Parental Leave
• Retirement Savings Plan
• Flexible Health Care Spending Accounts
• Educational Assistance Plan
• Ability to work overtime

Your team

• Daily service operations for hybrid on-site and work-from-home front-line team of 100+ pharmacy technician service team members and supervisors to ensure that customers and patients receive the best possible service
• Financial support to acquire Certified Pharmacy Technician License
• Remote work opportunities (in office as needed) (training is done onsite for 4-6 weeks)
• Department Hours Monday-Friday (7:00 AM – 6:00 PM CST)

What you'll be doing

• Accurately and place new orders, back-orders, shipping adjustments, returns, and account setups.
• Manage customer inquiries and exceptions, confirming resolution and next steps on every interaction.
• Document and escalate service failures or process gaps that impact customers and the organization.
• Resolve complex customer questions, complaints, and requests, where judgment and initiative are required to resolve and/or make recommendations.
• Maintain records, prepare required reports, and support new-account setups.
• Collaborate cross-functionally to resolve discrepancies and drive continuous improvement.
• Meet or exceed KPIs: on-time order rate, call-handle quality, first-contact resolution, and cost per order.
• Manages telephone, fax, and electronic or web product orders.
• Through the ordering process, obtain information on the amount, type, stock on hand.
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports.
• May be required to handle regulatory procedures for federal and state regulations.
• Will provide guidance, training, and new hire phase-in to peers or other non-exempt department employees.
• Will determine methods and procedures for new assignments.
• Ability to work remotely using a high speed wired internet connection.
• Must be flexible to cover a shift during the customer service hours of operation which are 7:00am to 6:00 pm CST.

What you'll bring

• High school graduate/GED required; Bachelor’s Degree is preferred
• 2+ years customer service or supply chain experience
• Certified Pharmacy Technician License in good standing preferred
• Strong verbal and written communication skills
• Expertise in working with the Microsoft suite of applications and skills for working in web-based applications
• Demonstrate strong social skills, ability to work in a team environment, attention to detail, and excellent problem resolution skills
• Ability to be flexible to cover a shift during hours of operation, ranging between 7:00am to 6:00pm CST, Monday through Friday
• Ability to speak Spanish is an asset, preferred

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 employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $41,600to $57,200annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan, to help you prepare for your future.  The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently.  The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive’s US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive 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.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodation

Vantive 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. Form Link

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