ESolution Customer Service Specialist

eSolution Customer Service Specialist at Vantive summary:

The eSolution Customer Service Specialist manages order fulfillment and customer inquiries for renal medical products via multiple communication channels, ensuring accurate processing and resolution. The role involves collaboration with various internal departments to maintain service quality and operational efficiency while meeting key performance indicators. Candidates should have customer service or supply chain experience, strong communication skills, and flexibility to work within specified hours, with preference for Certified Pharmacy Technician License holders.

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.

Your role at Baxter

This position is responsible for managing all aspects of order-fulfillment process for Renal Medical Products through inbound calls (Toll-free) and non-phone channels including eSolution portals (fax, email, etc.) The eSolution Specialist provides superior service to external customers and internal Vantive team members, handing exceptions, general inquiries, correspondence, and documenting service failures. The role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, sales representatives, and other departments.

WHAT WE OFFER FROM DAY 1:

• Paid Time Off (4 weeks) and
• Paid Holidays (11 paid)
• Medical, Dental, Disability and Life Insurance coverage
• Vision and Voluntary Benefits
• Paid Parental Leave
• Retirement Savings Plan
• Flexible Health Care Spending Accounts
• Educational Assistance Plan
• Ability to work overtime

Your team

• Daily service operations for hybrid on-site and work-from-home front-line team of 100+ pharmacy technician service team members and supervisors to ensure that customers and patients receive the best possible service
• Financial support to acquire Certified Pharmacy Technician License
• Remote work opportunities (in office as needed) (training is done onsite for 4-6 weeks)
• Department Hours Monday-Friday (7:00 AM – 6:00 PM CST)

What you'll be doing

• Accurately and place new orders, back-orders, shipping adjustments, returns, and account setups.
• Manage customer inquiries and exceptions, confirming resolution and next steps on every interaction.
• Document and escalate service failures or process gaps that impact customers and the organization.
• Resolve complex customer questions, complaints, and requests, where judgment and initiative are required to resolve and/or make recommendations.
• Maintain records, prepare required reports, and support new-account setups.
• Collaborate cross-functionally to resolve discrepancies and drive continuous improvement.
• Meet or exceed KPIs: on-time order rate, call-handle quality, first-contact resolution, and cost per order.
• Manages telephone, fax, and electronic or web product orders.
• Through the ordering process, obtain information on the amount, type, stock on hand.
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports.
• May be required to handle regulatory procedures for federal and state regulations.
• Will provide guidance, training, and new hire…