416.218.1112
Beyond Bilingual
Published
September 19, 2019
Location
Mississauga, Canada
Category
Medical  
Job Type
Job ID Number
SAN18
Candidate must be Bilingual
Yes
Job Function
Customer Service
Intersection
Mississauga Rd. / Derry Rd.

Description

Our client is a global advanced medical technology leader with a mission to help improve people’s lives after traumatic injuries supporting healthcare professionals all over the world.

The CSR is responsible for acting as a liaison between customers and companies. They assist with product orders, errors, complaints, account questions, billing, cancellations and other queries.

Responsibilities

Service and Support

  • Resolve customer complaints via phone, email & mail.
  • Verify account information.
  • Receive all main line incoming calls and transfer to appropriate person / dept
  • Assist with placement of orders, returns/credits or exchanges.
  • Assist customer service manager in ensuring highest service quality
  • Liaise with Purchasing in head office regarding product substitutions, backorder & drop ship orders.
  • Mail out invoice and statement
  • Back up responsibilities to other Customer Service Representatives during vacation or sick leave.

Order Management:

  • Receive and process faxed orders electronically & manual fax the confirmations to customers
  • Receive, confirm and process orders electronically
  • Receive and process Telephone orders & confirm verbally
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Answer questions about warranties or terms of sale.
  • Inform customer of published deals and promotions where applicable.
  • Review outstanding invoices on monthly statements
  • Contact customers by phone/fax/email with overdue invoices for collection purposes
  • Respond to customer product inquiries and feedback
  • Manage product complaints process (receive report, clarify, process in system, obtain RA, follow returns procedures)
  • Coordinate and complete steps of product recall procedure  

Skills Required

  • Excellent business oral and written communications skills (English/French)
  • Good interpersonal skills
  • Knowledge of Word, Excel, Windows, SAP, AS 400, an asset
  • Ability to multi-task, to meet deadlines
  • Work effectively as priorities are changing

 

 

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