Bilingual Customer Service Representative

at  Canadian Hospital Specialties Ltd

NATURE & SCOPE OF POSITION

• Reporting to the Customer Service Manager, the primary responsibility of the Customer Service Representative is to ensure the smooth and efficient operation of all customer service requirements and related activities. Including but not limited to; ordering fulfillment for both OEM & Distribution Customers, answering general product inquiries and shipment tracking.

KNOWLEDGE, EXPERIENCE & EDUCATION

• Prior experience in a Post-Secondary Education within a general business area of study is an asset
• Minimum 2 years prior office experience, preferably in a customer service role
• Previous medical device industry or hospital clinic experience is an asset but not required
• Good interpersonal skills
• Ability to use time efficiently; organize and prioritize tasks appropriately
• Ability to work in a fast paced environment with a sense of urgency
• Strong communication skills, demonstrates ability to articulate clearly and concisely
• Able to contribute positively as part of a team, helping out with various tasks as required.
• Exemplifies Professionalism with Customers and Colleagues

LANGUAGE SKILLS

• Proficient in written & verbal English and French is mandatory.

TECHNICAL SKILLS

• Strong computer skills specifically Microsoft Office, including Excel, Word and Outlook.
• Ability to gain an understanding of the company’s systems including AS400 (Web based), EDI Portals and other computer systems/programs.
• Good keyboarding skills
• EDI experience preferred

• Deals directly with customers either by telephone or electronically to handle general product inquiries, enter orders, provide product ETA requests, coordinate returns, expedite rush orders, and resolve shipment discrepancies
• Provides sales support for company Sales Representatives including; assisting in expediting orders, following up on back orders, providing information on inventory availability and pricing
• Manages company email software handling Customer Service inquiries and directing all other inquiries to the appropriate individuals within the company
• Ensures customer orders are processed in a timely manner ensuring correct SKUs, pricing, quantities, etc. are reflected
• Verifies pricing discrepancies and expired price contracts with the contracts management department
• Responsible for ensuring open customer orders ship when required and/or when inventory becomes available using a variety of open order reports from the company inventory management system
• Manages EDI incoming orders, revising orders that are held due to price, UOM or stock code discrepancies ensuring all information is corrected prior to releasing in a timely manner
• Manages EDI outgoing acknowledgments ensuring accurate ship dates are reflected on each line item, verifying with Supply Chain when necessary
• Processing of OEM orders and liaison with both the production and purchasing departments to coordinate and confirm shipment dates for the customers
• Assists the shipping department with ensuring all of the correct documents are provided for international shipping and customer shipping instructions are followed accordingly.
• Uses customer cumulative requirement reports to verify customer inventory requirements and coordinate with production and purchasing to ensure requirements are scheduled accordingly
• Follow up with customers with delinquent accounts may be required, advising the company A/R department when necessary
• Management of Consignment Inventory Program, processing orders, bill only purchase orders and expediting shipments with a sense of urgency required.
• Processing returns for consignment program and following up with customers and Sales Representatives to ensure timely return of consignment inventory.
• Direct requests and unresolved issues to the designated management team member.
• Responds promptly to customer inquiries and keep records of customer interactions and transactions.
• Assists with any other duties as required