Customer Solutions Specialist, Canada (Bilingual)

at  Drive DeVilbiss Healthcare

Who is Drive DeVilbiss…
Drive DeVilbiss has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent
• Experience in Customer Service preferred
• Must be Bilingual in French and English, with strong French writing skills

SUMMARY (MAJOR PURPOSE OF THE ROLE):

Customer Solutions Specialists ensure a seamless experience for our customers in a dynamic, fast-paced environment. They achieve this by providing comprehensive product information, managing order placements, and addressing customer inquiries effectively. As employees gain expertise across various departmental functions, they become cross-functional, adapting to meet evolving business needs.
Role hours: M-F between 9AM-5:30-PM EST
Pay rate: $20.00 - $22.00 CAD

MAIN ACTIVITIES/RESPONSIBILITIES:

• Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada.
• Handle inbound and outbound communication via phone, email, or chat in a helpful, professional, and courteous manner.
• Resolve all customer related inquiries and issues with extreme accuracy and efficiency.
• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc.
• Enter and process orders received via phone, email, or fax, with accuracy.
• Provide product availability and manage customer backorders as needed.
• Support the sales team by providing assistance with their daily service needs.
• Follow up as needed to ensure accuracy and effortless customer experience.
• Provide over the phone assistance with product assembly and parts inquiries
• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems.
• Achieve performance goals on a consistent basis and established KPIs.
• Work closely with other departments, such as the Tech, Product Management and Credit Dept.