JOB DESCRIPTION

We are the makers of possible
BD 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.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.
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 or MS Great Plains). You will routinely respond to inquiries from customers via phone or email including but not limited to 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 your team, and provide backup support and coverage when necessary. The role is hybrid and based in our office located in Mississauga, ON. Our hybrid model is currently four days in the office (Monday to Thursday) and one day remote from home (Friday). Hours of operation are 8:30am (EST) to 5:30pm (EST), Monday to Friday. Shifts can be 8:30am – 4:30pm, 9:00am-5:00pm or 9:30am-5:30pm, subject to change.

EDUCATION AND EXPERIENCE

• University degree or college diploma required.
• Bilingual and fluent in French and English (reading, speaking, and writing).
• Minimum of 2 years of Customer Service experience is an asset.
• Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
• Experience with the following is an asset: JD Edwards, SAP, or other ERP systems; Genesys Call Centre Software; Power BI; Salesforce (or other CRM software).
  At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
  For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

KEY RESPONSIBILITIES WILL INCLUDE

• Respond to customer inquiries within established service levels for all order-related activities (including product information, back orders, stock availability and delivery inquiries).
• Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements.
• Collect information and initiate product and service complaints in compliance with departmental and Health Canada timelines.
• Collaborate with customers to identify and proactively resolve concerns.
• Support “one-call resolution” by assessing issues, recommending appropriate solutions, and executing them.
• Establish and maintain relationships with key customer accounts.
• Provide proactive updates to customers and Territory Managers regarding specific customer issues.
• Participate in customer-focused teams and support BD initiatives.
• Provide coverage for other team members’ regions to ensure continuity of customer service support as required.
• Work with business units and operational functions on special projects, as needed.

TO BE SUCCESSFUL IN THIS ROLE, YOU REQUIRE

• Strong teamwork with excellent interpersonal, written and verbal communication skills.
• Strong business acumen and passion towards excellent customer experience both internally and externally.
• Ability 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, 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.