[Hiring] Customer Service Specialist @Baxter International Inc.

Role Description

As an RGA Back Office Specialist, you will serve as a key contributor to the successful execution of Baxter's Return Goods Authorization (RGA) operations. You will coordinate a wide range of return, repair, exchange, and replacement activities while partnering closely with Customer Service, Technical Support, Quality, Logistics, and Operations teams. Your work will help ensure customers receive timely resolutions, business processes run smoothly, and critical service levels are maintained across domestic and international markets. This role combines operational excellence, customer focus, and continuous improvement to support both business performance and customer satisfaction.

• Process customer returns, repairs, replacement orders, exchanges, and upgrade transactions accurately and within established service timelines.
• Coordinate domestic, Canadian, and international return and swap orders to ensure seamless customer experiences across multiple regions.
• Respond to customer and internal inquiries by providing timely updates, resolving issues, and supporting order-related questions.
• Monitor and manage RGA workflows, backorders, and support requests to maintain operational continuity and drive responsiveness.
• Collaborate with cross-functional teams including Customer Service, Technical Support, Quality, Logistics, and Operations to resolve complex transactional and service-related challenges.
• Maintain accurate records, documentation, and tracking tools to support compliance, visibility, and operational decision-making.
• Identify opportunities to improve processes, reduce inefficiencies, and enhance the overall customer and employee experience.

Qualifications

• High school diploma or equivalent required; additional education, certification, or relevant experience is valued.
• 2+ years of experience in customer service, order management, returns processing, operations, logistics, or a related business support function.
• Strong organizational skills with the ability to manage multiple priorities while maintaining a high level of accuracy.
• Effective written and verbal communication skills, with a customer-focused approach to problem solving.
• Proficiency with Microsoft Office applications, particularly Excel and Outlook.
• Ability to learn new systems, navigate multiple business processes, and work independently while contributing as part of a collaborative team.
• Demonstrated attention to detail and commitment to delivering high-quality, accurate work.

Requirements

• Experience working with ERP or order management systems such as JD Edwards (JDE).
• Experience supporting return goods authorization (RGA), repairs, product returns, or medical device operations.
• Experience serving domestic and international customers in a high-volume operational environment.
• Familiarity with global order processing and support across regions including Latin America, Europe, the Middle East, Africa, and Asia-Pacific.
• Experience identifying process improvement opportunities and implementing solutions that improve efficiency and customer service outcomes.
• Ability to provide cross-functional support and serve as a trusted backup resource across multiple operational processes.

Benefits

• Comprehensive compensation and benefits packages for eligible roles.
• Medical and dental coverage that start on day one.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount.
• 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching.
• Flexible Spending Accounts and educational assistance programs.
• Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
• Commuting benefits, Employee Discount Program, Employee Assistance Program (EAP), and childcare benefits.