Customer Service Process Improvement Representative
Baxter
- Dublin
- Permanent
- Full-time
- 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 required
- Where supporting, process orders promptly and accurately within agreed targets
- Receipt, documentation and fulfilment of orders including handling of TBC/holds & cancellations in accordance with manufacturing capabilities
- Understand and use effectively Baxter 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
- 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
- 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
- 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
- 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