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Customer Service Experience Specialist
3 days onsite in Raleigh plus more as needed per customer visits
Work Schedule: 40 hr/week could have early or late hours per customer visits
Length of Contract: 9 months
Possible Contract to Hire Role? Yes
Top 3-5 Must Have Non-negotiable Skills Required
1. Organization
2. Customer service oriented attitude
3. Event planning experience
4. Presentation skills
5. Collaboration and teamwork
Is a bachelor s degree Required? Yes
How many years of recent experience does this person need to have? 1-2
Nice to Have Skills
1. Ability to adjust to changes / flexibility
2. Interest in the medical device space
3. Interested in technology and willing to troubleshoot to an extent (video conference equipment)
Interview process: (Teams/Onsite, Length, Rounds, Team involved) Phone screen first. Last round in person with 4-5 interviewers.
This section focuses on the main purpose of the job
Responsible for all planning, execution, and follow-up compliance documentation and expense management of trainings, and meetings taking place in the Customer Experience Centers (CEC)
Essential Duties and Responsibilities:
Drive customer visits by collaborating with Baxter hosts to develop an agenda/experience focused on the products, solutions, and services to directly impact and enhance our ability to win and close sales opportunities.
Plan customer visits using an agenda by care setting to demonstrate portfolio capabilities to address customer challenges/needs. If the visit is virtual - similar to an in-person visit, help plan the agenda and logistics. When virtual, coordinate the camera equipment, sound, and streaming platform. Participate in practice sessions for virtual visits ahead of the go-live presentations.
Arrange and manage all travel to and from the CECs including lodging, meals, and transportation arrangements.
Oversee the customer visit and troubleshoot any issues related to the presentation and functionality of medical equipment, A/V communications tools, and/or streaming equipment.
Enforce best practices and policies to ensure customer visits stay within compliance from beginning to end.
Comply with Sunshine Act reporting; i.e., complete compliance documentation, receipts, and expense reports in accordance with company and federal guidelines and manage them through the Salesforce.com process with any other necessary information to properly and accurately document the engagement/interaction.
Contact the appropriate vendors/resources/services to handle any repairs. Maintaining equipment - need to know how each product works, how to troubleshoot them, and when they are broken, call tech service to fix it.
Ordering supplies for the conference rooms and care settings. Ordering snacks, and drinking supplies for the CEC (granola bars, nuts, chips, etc.) Ordering breakfast or lunch catering for customer visits/training.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. List knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and/or Experience: Include the education and experience that is necessary to perform the job satisfactorily.
Education Level Preferred Bachelors Degree
Excellent typing and organizational skills
Previous experience in event planning, travel logistics or tradeshows
Excellent communication, written, verbal and interpersonal skills.
Experience working with sales and marketing teams
Ability to work early or late hours when necessary to support customer visits, equipment deliveries.
Proficient computer skills - Outlook, Excel, Word, PowerPoint, Teams, Zoom and Salesforce.
Must be well-groomed, dress in business attire, i.e., dresses, suits, for customer visits.
Excellent time management skills and have the ability to prioritize tasks during busy times.
Solution oriented with the ability to respond quickly and efficiently to any issues that arise
Collaboration skills and teamwork are critical, with flexibility and a positive disposition.