IN DEMAND Recruitment & Consulting Inc. is currently recruiting for a BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (HYBRID) in Mississauga OR (REMOTE) 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 it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to 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 may change your work arrangement based on business needs.

If an identified Candidate resides in Quebec, the Candidates work arrangement will be Remote.

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 BD 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:

Responsabilités principales:

• Répondre aux demandes des clients dans les niveaux de service établis sur toutes les activités liées aux commandes (informations sur les produits, commandes en arrière, disponibilité 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 chaîne d’approvisionnement, le contrôle des stocks et les comptes clients pour s’assurer que les exigences des clients sont satisfaites
• Rassembler l’information et amorcer le traitement des déclarations, des plaintes relatives aux produits et des plaintes liées aux services dans le respect des échéanciers du Ministère et de Santé Canada (au besoin)
• Prise en charge de la « résolution d’un appel » – évaluez les problèmes, recommandez des solutions appropriées et exécutez
• Construire des relations de confiance avec les principaux comptes clients
• Fournir des notifications proactives aux clients et aux gestionnaires de territoire concernant des problèmes spécifiques aux clients
• Soutenir les équipes axées sur le client et les initiatives
• Fournir une couverture aux autres régions membres de l’équipe afin de maintenir la continuité du soutien contractuel, au besoin.
• Travailler avec les unités opérationnelles et/ou les fonctions opérationnelles sur des projets spéciaux, au besoin.

Profil recherché:

• Diplôme universitaire requis
• Bilingue, français et anglais (lire, écrire, parler) – les demandes de clients à traiter sont en anglais et français.
• Minimum de 2 ans d’expérience de service à la clientèle préféré
• Excellente maîtrise des outils Microsoft Office (Outlook, Excel)
• Expérience avec JD Edwards, SAP ou tout autre système ERP
• Expérience avec le logiciel du centre d’appels Genesys un atout
• Expérience avec PowerBI un atout
• Expérience avec Salesforce (ou d’autres logiciels CRM) un atout

Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as an MS Document to – info@indemand.ca   

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED