Customer Service Supervisor

Customer Service Supervisor Location: Old Toongabbie, New South Wales This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. The Role We are seeking an experienced Customer Service Supervisor to drive excellence across our ANZ customer service operations at Baxter. In this role, you will lead and develop a high-performing team, ensuring exceptional service delivery, operational efficiency, and continuous improvement. You will play a key role in supervising performance, resolving complex issues, and collaborating cross-functionally to enhance the overall customer experience. About You You are a people-focused leader who builds trust and motivates high-performing teams through empathy and accountability. Highly organised and proactive, you thrive in fast-paced environments, balancing priorities while continuously improving processes through data-driven insights. Passionate about customer experience, you lead by example, take ownership, and are driven to elevate both team performance and overall service delivery—making this an exciting opportunity to create meaningful impact across a regional operation! This is a 10- month fixed term role based at the Baxter Old Toongabbie office. Responsibilities Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement Handle and resolve advanced or complex customer complaints promptly and professionally Assess workload and adjust prioritisation to meet service level targets Identify and implement initiatives to improve efficiency, service quality, and customer experience Monitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to management Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses Partner with cross-functional teams to align customer service strategies with broader business objectives. Key Requirements Relevant tertiary qualification or equivalent proven experience 3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices Proven leadership and team management skills Strong ability to build trusted relationships with customers and stakeholders. Proficiency with CRM and ERP systems (e.g., JDE, SAP) Prior working knowledge of pharmaceuticals or medical devices is highly desirable Experience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.) Experience in Project management and Lean processing methodology Strong attention to detail and adaptability to new systems and processes Ability to thrive in a fast-paced environment and prioritise competing demands Flexible schedule availability, including evenings and weekends as needed Advanced Microsoft Office skills (Word, Excel, Outlook). #li-baxgen #LI-JB1 #ind-aus Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.