AddressJob description:
We are currently recruiting for a BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (REMOTE) for our Quebec client. THIS ROLE CAN BE BASED ANYWHERE IN QUEBEC.
Our client is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and its no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities.
JOB DESCRIPTION:
As the Bilingual Customer Service Representative (CSR), you will act as the primary point of contact for both, internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using the ERP system (SAP or JDE). You will routinely respond to inquiries from customers via phone or email regarding product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous Customer Service, positively support a team environment, and provide backup support and coverage when essential.
This Hybrid role requires you to be at your assigned worksite 3 days out of the week and up to 2 days from home. Local policies may apply. The client change your work arrangement based on business needs.
If an identified Candidate resides in Quebec, the Candidates work arrangement will be Remote.
Qualifications:
RESPONSIBILITIES:
- Answer customer inquiries within established service levels on all order-related activities (product information, back orders, stock
availability, and delivery inquiries)
- Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning,
inventory control, and accounts receivable to ensure customer requirements are met
- Assemble information and initiate the processing of returns, product complaints, and service complaints in adherence to departmental and Health Canada timelines (as required)
- Collaborate with customers to seek problems as required
- Support one call resolution - assess issues, recommend appropriate solutions, and execute
- Establish relationships with key customer accounts
- Provide proactive notifications to customers and Territory Managers regarding specific customer issues
- Support customer-focused teams and initiatives
- Providing coverage for other team member regions to maintain contracting support continuity, as required.
- Work with business units and/or operational functions on special projects, as required.
QUALIFICATIONS:
Strong teamwork with excellent interpersonal, written, and verbal communication skills.
Strong business acumen and passion towards excellent customer experience both internally and externally.
Able to multitask and prioritize workload.
Excellent process leadership skills with a passion for continuous improvement.
Demonstrated problem-solving, critical thinking, and analytical skills.
Strong documentation skills including attention to detail, well-organized and solution-oriented.
Works well in a fast-paced, dynamic environment and under pressure.
Flexibility and ability to balance multiple priorities and able to work within short timelines
Collaborates well cross-functionally with other departments
REQUIRED EDUCATION & EXPERIENCE:
- University degree required
- Bilingual, French, and English (read, write, speak)
- Minimum 2 years Customer Service experience preferred
- Strong proficiency with Microsoft Office tools (Outlook, Excel)
- Experience with JD Edwards, SAP or any other ERP systems
- Experience with Genesys Call Centre Software an asset
- Experience with PowerBI an asset
- Experience with Salesforce (or other CRM software) an asset
French Version Below:
Responsabilits principales:
- Rpondre aux demandes des clients dans les niveaux de service
tablis sur toutes les activits lies aux commandes (informations
sur les produits, commandes en arrire, disponibilit des stocks et
demandes de livraison);
- Traiter les commandes tout au long du cycle de vie des commandes et
maintenir la communication connexe avec les ventes, la distribution,
la planification de la chane dapprovisionnement, le contrle des
stocks et les comptes clients pour sassurer que les exigences des
clients sont satisfaites
- Rassembler linformation et amorcer le traitement des dclarations,
des plaintes relatives aux produits et des plaintes lies aux
services dans le respect des chanciers du Ministre et de Sant
Canada (au besoin)
- Prise en charge de la rsolution dun appel - valuez les
problmes, recommandez des solutions appropries et excutez
- Construire des relations de confiance avec les principaux comptes
clients
- Fournir des notifications proactives aux clients et aux
gestionnaires de territoire concernant des problmes spcifiques aux
clients
- Soutenir les quipes axes sur le client et les initiatives BD
- Fournir une couverture aux autres rgions membres de lquipe afin
de maintenir la continuit du soutien contractuel, au besoin.
- Travailler avec les units oprationnelles et/ou les fonctions
oprationnelles sur des projets spciaux, au besoin.
Profil recherch:
- Diplme universitaire requis
- Bilingue, franais et anglais (lire, crire, parler) - les demandes
de clients traiter sont en anglais et franais.
- Minimum de 2 ans dexprience de service la clientle prfr
- Excellente matrise des outils Microsoft Office (Outlook, Excel)
- Exprience avec JD Edwards, SAP ou tout autre systme ERP
- Exprience avec le logiciel du centre dappels Genesys un atout
- Exprience avec PowerBI un atout
- Exprience avec Salesforce (ou dautres logiciels CRM) un atout
Qualified and interested applicants are encouraged to apply today in
confidence by sending your resume as an MS Document
ONLY QUALIFIED CANDIDATES WILL BE CONTACTED
Why is This a Great Opportunity:
See below
Salary Type : Annual Salary
Salary Min : CA$ 55000
Salary Max : CA$ 60000
Currency Type : CAD
