Bilingual Customer Service Representative (defined Term, 20 Months)

Bilingual Customer Service Representative (Defined Term, 20 Months)

In our Sales Operations Department, we are looking for a Bilingual Customer Service Representative (English - French) - Maternity/Parental Leave Coverage.

Job Overview

The Bilingual Customer Service Representative provides customer service support to external customers for all divisions in both official languages. They are responsible for assisting customers via email and phone, processing orders, and responding and directing customer inquiries while collaborating with our sales, service, regulatory, finance and supply chain departments to provide best-in-class customer service while ensuring full compliance with Canadian laws and regulations. Customer Care is responsible for the order to invoice lifecycle.

Job Responsibilities and Essential Duties

Answers incoming customer calls in a professional and prompt manner, as per established KPIs.

Manages the customer care group inbox to ensure timely responses to all emails.

Communicates directly with customers by telephone and/or electronically.

Receives and processes customer orders by phone, fax, email, GHX, EDI and Commport (this includes consignment, Special Access, capital equipment, credit card and drop ship orders)

Respond promptly to customer inquiries (within 48 hours).

Daily/Weekly follow up of back orders and updates in SAP on order dates

Creates 3rd party purchase requisitions for specific customer/technician orders.

Works with the service team to process demo sales.

Acts as primary contact for customers on all incoming inquiries, including price requests, issuing of quotes, lead times, product availability, ship dates, freight rates, tracing orders and invoicing issues.

Handles requests in a prompt, efficient manner and communicates/coordinates with internal departments.

Initiates requests for proof of deliveries.

Verifies all orders for accuracy (i.e., Bill-to/Ship-to addresses, PO number, part number, product description and quantity, pricing, and payment terms) before releasing sales orders.

Enters/amends orders accurately within one business day of receipt. Forwards service requests to appropriate departments the same day.

Sends order acknowledgements to customers within one business day of order entry.

Generates ad hoc reporting i.e. sales, back log reports, consignment, etc.

Works with Sales, Marketing and Supply Chain in the identification of potential inventory shortages and executes the final allocation of products to customers.

Executes and maintains records for all customer care related tasks involving product recalls.

Coordinates urgent shipments with warehouse.

Initiates returns handling with internal departments.

Participates in the training process for new team members.

Actively assists in modifications to work instructions to ensure that they are relevant and up to date.

Tests and implements all SAP workarounds related to Canadian specific requirements.

Performs other related duties as required or assigned.

This position will be to cover Maternity/Parental Leave - around 15 months.

Minimum Requirements

Bilingual (French/English)

Minimum of 3-5 years of related experience

High school diploma, general education degree or equivalent.

Working knowledge of SAP would be an asset.

Availability to go to the office (Mississauga, ON) 1-2 times a week.

Required Knowledge, Skills and Abilities

Strong skills with Microsoft Excel.

Solid communication skills.

Able to prioritize and problem-solve.

Flexibility and quick to adapt.

Must be detail oriented.

Excellent interpersonal and organizational skills.

Experience in the medical industry is an asset.

About Us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Benefits at Getinge:

At Getinge, we offer a comprehensive benefits package, which includes:

Health, Dental, Vision and Travel insurance benefits

Registered Pension Plan with company match

Paid Time Off

Wellness initiative & Health Assistance Resources

Life Insurance

Short and Long Term Disability Benefits

Hybrid Work Arrangements (where applicable)

Parental and Caregiver Leave

Tuition Reimbursement