Job Details
Job Description Bilingual Customer Service Representative (Permanent) ( **Job Number:**
CUS0100CP ) **Primary Location**
: CA-ON-Mississauga **Description**
**Value Proposition**
As a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Lives this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.
Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:
Collaborative work environment with highly engaged employees
Market competitive compensation and benefits plan, including LTD & Insurance
DPSP match program
Annual Employee Appreciation Week
Paid vacation and personal days
Lifeworks Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
Career growth and training programs
Open communication with Senior Leaders
Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities
And much more
**JOB SUMMARY**
LOCATION: Mississauga, ON (Hybrid) Note: Medline Canada office employees are currently fully remote due to COVID-19
Reporting to the Customer Service Manager, the **Bilingual Customer Service Representative** is responsible for ensuring orders are processed efficiently and customer queries are attended to in a timely manner. The ideal candidate has solid communication skills with the ability to build strong and sustainable relationships with our external and internal customers.
**CORE JOB RESPONSIBILITIES**
* Provide and assist to customer telephone inquiries regarding products, services, order status, returns and other general questions
* Provide knowledgeable answers to questions about products, pricing and availability along with finding alternative products in our catalogue
* Enter orders accurately and efficiently in a timely manner via different platforms (fax, phone, email, EDI, sales rep)
* Identify and assess customer needs to achieve First Contact Resolution
* Work alongside Purchasing, Logistics and Operations to ensure product flow through and to fulfill and satisfy customer order completion by coordinating rush shipments when necessary
* Ensure that customer inquiries and complaints are correctly recorded and classified for subsequent analysis and decision making
* Set up new customer accounts and maintain existing customer account records
* Meet or exceed statistical metrics regarding; ticket and call quality (accuracy), first call resolution, schedule adherence, and call handle time
* Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time)
* Completes other duties as assigned
**Qualifications**
**QUALIFICATIONS**
* Bilingual: French, English
* Must possess a College diploma or equivalent
* 1-3 years customer service experience in a fast-paced contact centre environment with strong customer service and interpersonal skills
* Product knowledge / Experience in the medical field an asset
* Self-motivated, high energy and results oriented
* Strong computer and order entry skills
* Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
* Excellent organizational and time management skills
* Possess the flexibility necessary to multi-task in a demanding, fast-paced medical environment
* Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
* Willing and flexible to work between the hours of 7:30 am to 6:30 pm Monday - Friday
**About Medline Canada**
Medline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.
**Our Commitment to Diversity and Inclusivity**
Medline Canada is committed to diversity and inclusivity and we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons/persons of colour and those who identify as women, persons with disabilities and LGBTQ+ persons.
**Our commitment to Accessibility**
Medline Canada is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). We endeavor to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact ...@medline.com.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.