Description
Location: Mississauga - Hybrid, 2 days may go to 3 days in office.
Work Hours: Monday - Friday 8:30 AM – 5:00 PM (client has some flexibility on hours)
Salary: Up to $62K + Bonus
Perks and Highlights!
- Benefits: Medical Dental -90% after 3 months
- Vision (300 every 2 years)
- 18 days vacation up to 5 sick days
- STD LTD, Life Insurance
- Social Committee, great working environment
- Equal opportunity employer and is committed to a diverse workforce
- Additional/Voluntary Insurance, critical illness insurance
- Education & Training
- Travel Insurance
- Corporate membership for GoodLife
- Retirement Savings: RRSP program employee can contribute after 6 months
- Deferred Profit-Sharing plan based on organizational results
- Employee assistance program- enhanced with counselor
- Growth potential
- Unpaid leave
- Workplace Wellness, online classes like yoga!
Responsibilities
Company Overview:
Our client is an international leader in the fields of medical and safety technology. They have been supporting and saving lives for over a century, successfully cultivating core values of intimate customer care and quality, consistent innovation, employee engagement and professionalism.
Reporting to the Customer Service Supervisor
Job Summary:
The Bilingual Customer Service Representative provides world class customer service for English and French speaking customers. The basic function of the Bilingual Customer Service Representative is to perform designated order entry and related customer service functions as required by established procedures in the Market Fulfillment Department.
Principal Accountabilities:
- Perform data entry for all customer orders, other orders and related order entry functions, and enter all assigned data in an accurate and timely manner, including maintenance of the Master Customer Data.
- Use initiative to resolve all order related issues (e.g., product substitutions, delayed deliveries, incomplete documents, Failure on Arrival, etc.) using appropriate resources, or coordinate with other departments – Order Management Team, Warehouse, Sales & Marketing.
- Ensure accurate contract review on all orders (including sold to/bill to/ship to parties, part numbers, quantities, price conditions, special requests, routes, shipping mode, distribution channel, etc.) and monitor each step of the order process to completion, from first inquiry to delivery of product to invoicing
- Identify, and work to correct, any discrepancies at order entry. This may include requesting changes to customer master data, verifying pricing in SAP for price contracts, checking customer understanding of Unit of Measure, etc. Look for opportunities to prevent errors & discrepancies from recurring.
- Ensure customer satisfaction on all requests for information in a timely manner. Probe all inquiries and ensure follow-up with solution utilizing product and process knowledge or coordinating with other departments.
- Handle calls professionally and efficiently when transferring to the Service and Tech Support department, adhering to the call routing SOPs. Support other teams to ensure they have accurate and sufficient information to perform their tasks.
Qualifications
- Fluently bilingual French and English, written and verbal
- 3+ years of experience in a product order management position
- Knowledge of SAP is a MUST
- Medical or Pharma is a very good asset
- Attention to detail and high level of accuracy
- Ability to interact and build professional relationships / network with other departments
- Advanced problem-solving skills
- Proficiency with Microsoft Office Software