Bilingual Customer Service Representative (12 month contract)

Job Description

The 12‐month contract Bilingual Customer Service Representative 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 based in Mississauga, ON, with a hybrid model of four days in the office (Monday to Thursday) and one day remote from home (Friday). Hours of operation are 8:30 am to 5:30 pm (EST), Monday to Friday. This position offers the potential for conversion to a full‐time permanent role, contingent on performance and organizational requirements.

Key Responsibilities

• 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.

Education and Experience

• University degree or college diploma.
• At least 2 years of customer service experience.

Knowledge and Skills

• Fluency in French and English (reading, speaking, and writing) required.
• Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
• Strong teamwork with excellent interpersonal, written and verbal communication skills.
• Strong business acumen and passion toward 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.

Preferred Qualifications

• Experience with JD Edwards, SAP, or other ERP systems; Genesys Call Centre Software; Power BI; Salesforce (or other CRM software).

Compensation

Salary range: 55,000 — 105,000 CAD annual.

Other Conditions

Employment is contingent upon the Company's receipt of proof that you are fully vaccinated against COVID‐19. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Equal Opportunity Employer

Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and assessment process.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.