Mgr, Customer Service Ops - Louisville, Ky

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission.

Your Role at Baxter

THIS IS WHERE you build trust to achieve results!

Provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff. Overall responsibility for training and performance within safety, customer satisfaction, continuous improvement, achievement of performance metrics and following all SOPs and work instructions for a technical and Customer Service focused team.

The Customer Service Operations Manager will need to establish strong communication links with the internal sales team to review financial and profitability goals, Customer Service plans and growth opportunities across the rental, purchased and Asset Advantage businesses. They are accountable for the achievement of revenue generation through Fee for Service (FFS) targets and service contract renewals, achievement of set cost targets, customer satisfaction, associate development, and operational improvements.

Your Team:

• This role will be a part of a dynamic team who achieve results with our various internal and external customers. You will be at the forefront of making a difference in our patients lives.
• Baxter offers a great benefits package including Healthcare Insurance, 401K, Paid Time Off, Parental Leave, and Employee Stock Purchase Plan.

What You'll Be Doing:

• Provide supervision, leadership, and mentoring for single and multi-site locations with 7 to 28 non-exempt and exempt associates - including recruiting, hiring, training and developing. Facilitate a culture for a diverse work group.
• Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional collaboration and success.
• Conduct biannual/annual performance reviews to ensure performance expectations are set and performed. Be a change champion by developing associates and establish an environment for open and proactive communication.
• Achieve operational results by achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals. Develop key project plans to support personnel and equipment requirements.
• Achieve financial results by driving profitability through the efficient execution of service resources to complete contract terms and conditions.
• Direct responsibility for FFS generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided.
• Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.
• Partner to develop and present quarterly business reviews to customers.
• Identify and resolve problems, efficiently and strive to provide consistent communication.
• Ensure compliance by demonstrating, instructing and monitoring of all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards.
• Build and maintain a safe work environment while participating in, and leading safety initiatives such as investigation of incidents and implementation of counter-measures.

What You'll Bring:

To perform this job successfully, you will be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s Degree required.
• 5+ years supervisory experience (medical industry a plus!)
• Ability to travel overnight and up to 30% within the assigned area.
• Proficient computer skills in Microsoft Office.
• Salesforce experience, a plus.
• Proven competence in communicating vision and aligning staff’s performance, while establishing goals and standards to coach, develop, recognize and reward.
• Proven ability in building customer relationships, working as an excellent teammate, and following-up & following through.
• Live within geographic area assigned or willing to relocate.

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $80,000 to $180,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter 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.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy

Reasonable Accommodations
Baxter 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.

Recruitment Fraud Notice
Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.