Customer Service Team Leader, Anz

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.

**Position**:Customer Service Team Leader, Australia and New Zealand

**Type**: Permanent

**Work Location**:Baxter Australia Office, Old Toongabbie NSW

**Reporting Manager**:Customer Service Manager

**Visa Condition**:Must have valid working rights in Australia (Permanent Resident or Citizen).

**Job Scope**:This position is accountable for building and leading high-performance teams to meet business demand and customer requirements. It is responsible for the leadership of the team and supporting the Customer Service Manager ANZ to meet operational and business metrics. This position is accountable for ensuring that customer/patient orders, returns, credits, complaints, requests, adverse events, medical enquiries are resolved in a timely, accurate and cost-effective manner within first call resolution. The key focuses for this role are to ensure the team are high performing in all five Customer Support Core strengths: Timely response, First call resolution, Professional Call Quality, Accurate information and processing and highly skilled people

**Key Responsibilities**:
**Customer**:

- Ensuring team provide an effortless customer experience at all times
- Support perfect order to provide error free customer experience
- Assist customers with order related enquiries, including product availability, price queries and product/service complaints
- Problem solving
- Oversight of delivery issue resolution
- Customer relationship management, directly with customers as well as liaison with Sales and Marketing, Supply and Distribution, Finance and Quality and Regulatory Affairs to manage relationships

**People and Team**:

- Effective leadership of people to meet performance expectations
- Driving the implementation of company initiatives and embedding them into the team culture
- Develop a positive team culture
- Management of staff resources
- Management of time and attendance systems
- Performance reviews and career development for direct reports
- Coaching staff in accordance with set KPI's

**Operations**:

- Drive process improvement and efficiency programs
- Actively support Perfect Order
- Ensure that team members process customer orders, credits and RMA’s promptly and accurately
- Ensure that all transactions are processed in accordance with the current Terms of Sale
- Understand the JDE system and support CSR’s with workload where required

**Quality**:

- Ensure quality standards and procedures are being maintained
- Coaching towards optimized team performance in both adherence and quality, with a focus on quality of service to customers and KPI performance
- Ensure that all team members comply with the company standards and regulatory requirements with particular focus on Adverse Event Reporting Requirements
- Participate and contribute to Audits where appropriate

**Qualifications**:

- Demonstrated sound leadership qualities and/or management experience
- Strong written and verbal communication skills
- Proven ability to make timely decisions based on sound professional judgment including consideration of risks and blockers
- Demonstrated ability to provide effective feedback
- Strong team player
- 5 years experience in Customer Service Technical Skills and Leadership
- Ability to make fast decisions with multi-source of information
- Demonstrated proficiency in verbal and written communications

Baxter Kidney is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

**Reasonable Accommodation**

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