Customer Service
1 miesiąc temu
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.
Summary
We believe that the way we reach and integrate with our customers from a supply perspective is a crucial aspect of our mission of saving and sustaining lives and following this mission the Customer & Operations Analyst will play a key role in our Customer Service and Order to Deliver processes to ensure customer happiness.
The Customer & Operations Analyst will be responsible for the order-to-deliver process, acting as an integral link between multiple functions and the customer and implementing a customer-centric approach to the operations, ensuring the best possible customer support and service level to internal and external stakeholders.
The Customer & Operations Analyst will work closely with the Customer and Operations Manager, Logistics and Warehousing partners, Product Planners, and the Head of Supply Chain, to ensure efficient communication, timely action and clear reports and deliverables.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Service Activities
Act as primary contact to customers and distributors.
Maintain constant communication with customers regarding open orders and shipments. Share the order portfolio status in a weekly basis
Responsible for order processing and order-to-deliver process. Follow up the order from reception to delivery.
Receive customer claims, investigate, and tackle any potential customer issue.
Work with production, customer, logistics & warehouse to ensure timely delivery as per local requirements.
Coordinate Inspection of the shipment when required and follow up on the Inspection Certificate
Handle Letter of Credit from receiving till documents are sent to the bank including collecting all vital documents and getting them legalized by the Destination Country Embassy.
Check all order-related data (codes, branch plants, prices, order status reports...).
Maintain Customer related data in the appropriate systems.
Verification of credit limits and export license
Prepare and share export documentation including Invoice, PL, COO, CoA, BL, etc.
Collaborate with the production planners and supervise Products availability according to shipment plan, request Product relabeling.
Manage reporting: weekly Operational Report, Monthly Order Fulfillment Report.
Credit/Debit Notes issuance according to Matrix of Approvals
Secure shipment compliance according to local legislation.
Support demand planner with demand preparation together with business
Support new product launches; ongoing projects
Operations
Work closely with the Logistics team to ensure the shipping process, including sharing Shipping Instructions, freight forwarding coordination, inspection coordination, and documentation.
Work closely with the Finance Community to align Logistics & Financial Forecast by identifying gaps/opportunities/assumptions.
Manage order from receipt to delivery with the different stakeholders, business, RA, QA, Product Planner, Finance, Logistic
Provide weekly accurate feedback on the Order Book with the encouraged shipment date and related comments
Ensure delivery on time by following closely product productions with dedicated planners. Advise about risk transfer and revenue recognition potential according to the Incoterm of each order.
Identify process gaps & solutions to improve results.
Identify Action Items to improve monthly indicators.
Maintain and supervise customer teamwork activities / collaborative forecast.
Ensure Export Documentation sent on time to customers
Support Activities
Data Integrity: check and accurate data accuracy issues about master files.
Code creation proposal and follow up with Manufacturing, RA, Finance, and Business
Support daily customer service processes (control of consignment, backorder, low cover)
Support Product Conversions: Ensure new forecasting & order management processes are in place as conversions take place and supervise plans locally
Full participation and support of Supply Chain Planning projects
Follow-up releases and labeling priorities with QC
Maintain country profile / SLA for the country
What are we looking for?
Education/Experience
University Degree or equivalent experience in business, logistics, or other technical field
Minimum 2-3 years of Supply Chain or Customer Service experience.
Pharma, Medical Device companies or related experience will be a plus
APICS certification or similar is an advantage.
Skills
Strong analytical and process improvement skills.
Dedication and a continuous improvement attitude.
Has effective communication skills.
Strong organization and time management skills. Efficient and can prioritize workload.
Is technical savvy.
Customer Oriented. Internal and external.
Hands-on in line with Baxter’s culture, can handle various tasks with business drive.
Technical skills
Sophisticated Excel and Office package overall.
ERP knowledge, such as JDE, will be a plus
Knowledge of international trade documentation (invoice, packing list, COO, etc.) and usage of Incomers.
Understanding of basic supply chain concepts such as On Time, In Full, Forecast Accuracy and Inventory Turn Over.
Languages Skills : Proficiency in English, Ukrainian, Russian is mandatory
What we offer:
Fixed-term contract for 3 months and then for an indefinite period.
Competitive salary, annual bonuses, recognition award program.
A workplace environment that is based on our values: collaboration, speed, courage, and simplicity.
Possibilities for development on a personal and professional level in one of the top global MedTech companies.
Package of benefits including Private medical care (Lux Med), Life Insurance, and Multisport card.
Bax4U - cafeteria/lunch cards (300 PLN monthly).
PPE program with very attractive conditions available for each employee after 3 months.
Fully covered language courses (English or other languages according to business needs).
Co-financing of holidays and an additional 2 days off from work annually.
Additional extra day for birthday.
Employee Stock Purchase Plan.
Bax Flex - hybrid model - 3 days from the office.
Phenomenal Warsaw office location - Powiśle
Baxter is committed to supporting the need 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.
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