Job Description

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

• Maintain accurate and current customer information, including current contract prices in the relevant order entry systems
• Manage order/query receipt through group email inbox
• Process Orders through the order entry systems promptly and accurately within agreed KPI targets in a deadline driven environment
• Receipt, documentation and fulfilment of orders including handling of TBC/holds & cancellations in accordance with manufacturing capabilities
• Understand and use effectively system relevant to the role
• Resolve any issues presented on the order in accordance with agreed procedures
• Ensure that completed orders are submitted in a timely manner
• Schedule deliveries in consultation with the transport department, and advise customers accordingly
• Monitor any manufacture rejections/backorders as they arise, and ensure that the customer is advised of the status of unfulfilled orders
• Ensure that accurate invoices are raised for all product delivered, and that supporting documentation is available as required
• Ensure all billing activities are completed as per set schedules including system and manual invoice runs and requirements for patient access schemes which Baxter participate in
• Issue credit/debits where required
• Liaise with Pricing Team/Sales to resolve pricing queries from customers/HSE
• Obtain order numbers from HSE/hospitals and follow up, where required
• Effectively manage returns in accordance with Baxter returns policy
• Respond promptly to all queries from customers or colleagues, relating to product or service
• Resolve customer complaints promptly and effectively
• Provide reports & information e.g. missed order opportunities concerning customers to key stakeholders
• Liaise with all internal departments to ensure that the highest quality service is delivered to customers
• Liaise with third party service providers, where required
• Develop a high level of knowledge about our products.

Required Knowledge, Skills, and Abilities

• Proven experience in a customer focused environment
• Experience working in a team based environment
• Background in Good Manufacturing Practices (GMP) is desirable, but not necessary
• Good 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