Details
Description
Great new opportunity for an experienced Bilingual CSR / Order Desk Representative with a well known manufacturer & distributor of Medical Devices in Mississauga, ON. This is a full time & permanent opportunity. Monday - Friday (Hours: 9.00 - 5.00 pm). This is a hybrid opportunity with 3 days in office and 2 days work from home. Salary 55K - 60K and full benefits. Vacation 3 weeks and 5 PPT days. Great organization and supportive environment with opportunity for growth!
Responsibilities
- Handling inbound customer inquiries on all order related activities
- Provide information in regards to product information, back orders, stock availability and shipment)
- 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 time lines (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
- Provide 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
- Minimum of 2 years of related Customer Service experience
- University Degree required
- Bilingual, French and English (read, write, speak)
- Strong proficiency with MS Office (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
- Strong teamwork with excellent interpersonal, written and verbal communications skills
- Strong business acumen and passion towards excellent customer experience both internally and externally
- Able to multi-task 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 time lines
- Collaborates well cross-functionally with other departments