Manager of Customer Operations

Job Category: Customer Support/Client Care Company: Baxter Healthcare Reference Code: 31442BR Manager of Customer Operations Baxter International Inc., assists healthcare professionals and their patients with the treatment of complex medical conditions, including cancer, hemophilia, immune disorders, kidney disease and trauma. The company applies its expertise in medical devices, pharmaceuticals and biotechnology to make a meaningful difference in patients' lives. Baxter International Inc., assists healthcare professionals and their patients with the treatment of complex medical conditions, including cancer, hemophilia, immune disorders, kidney disease and trauma. The company applies its expertise in medical devices, pharmaceuticals and biotechnology to make a meaningful difference in patients' lives.Manages the day-to-day operation for Customer Service and business support functions for Customer Service. Participates in developing, interpreting and implementing policies and procedures for the organization. Develops and trains staff in each area/department. Baxter's BioScience division is a leading producer of both plasma-based and recombinant clotting factors for hemophilia, as well as biopharmaceuticals used to treat immune deficiencies, alpha 1 antitrypsin deficiency and other blood-related disorders. Baxter also produces vaccines for the prevention of infectious diseases, as well as biosurgery products used for hemostasis and tissue-sealing in surgery. Baxter BioScience's breadth and depth of expertise in recombinant protein manufacturing, plasma fractionation and proprietary Vero-cell vaccine manufacturing technologies set it apart from other companies in these fields.   Oversee Customer Service and Customer Allocation areas for BioScience NA. Ensure customers (both internal and external) receive the best possible service available. Manage the activities of the Customer Service and Customer Allocations departments with other internal departments such as third party distributors, Supply Chain, Finance, Quality, Sales, and Marketing. Ensure that new employees are properly trained. May be involved in delivering training to staff as needed. Monitoring performance of employees and team. Responsible for staffing, performance reviews, employee development, and salary reviews. Escalation point for Customer Service Supervisors and other employees. Coach employees and help resolve situations by contacting parties involved. Take necessary action to resolve problems with internal departments and vendors (ex. Distribution). Take proactive steps as appropriate. May serve on project teams and/or help develop new processes and procedures for the overall team. Responsible for implementing compliance procedures with federal and state regulations as well as Sarbannes Oxley requirements. Responsible to ensuring proper staffing levels and skill sets are aligned with respective job responsibilities. Work with internal customers to ensure proper staffing levels as business requirements change. Work with team members to develop proper metrics and develop reports to monitor key activities within all responsible areas. Responsible for establishing and monitoring spending to departments budget. QUALIFICATIONS: Must demonstrate excellent interpersonal, leadership and communication skills. Customer orientation, teamwork skills and the ability to actively commit to support and participate in continuous improvement activities are necessary for success in this position. Must be results driven and able to manage multiple projects simultaneously. Bachelors Degree preferred. Previous supervisory and/or team leadership experience required. 3 - 5 years supervisory experience in a customer facing department. As a global leader dedicated to building the best team in health care, Baxter offers competitive compensation and full benefits. To view other opportunities at Baxter, please visit our Careers@Baxter site. EOE M/F/D/V.