Bilingual Customer Service Representative

6 months ago

Oakville, Canada BD Full time

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.

**Engagés pour la santé de demain, nous réalisons tous les possibles.**

BD est un acteur unique des technologies médicales par sa présence auprès de tous les professionnels de soin. Nous accompagnons le quotidien des chercheurs, des soignants et des patients tout au long du parcours de soins. BD compte plus de 77.000 collaborateurs et est présent dans le monde entier pour répondre aux nombreux défis du monde de la santé. Depuis 125 ans, BD accompagne soignants et patients partout, tout le temps.

**Pourquoi vous joindre à nous?**

Nous offrons à nos collaborateurs un environnement de travail international stimulant avec des défis à relever, d’exceptionnelles opportunités de partenariat avec nos clients et la possibilité de construire une carrière où la mobilité est possible.

Intégrer BD, c’est rejoindre des équipes motivées et de haut niveau, fortes d’une approche métier transversale.

**Re**sponsabilités principales**
- Répondre aux demandes des clients dans les niveaux de service établis sur toutes les activités liées aux commandes (informations sur les produits, commandes en arrière, disponibilité des stocks et demandes de livraison) ;
- Traiter les commandes tout au long du cycle de vie des commandes et maintenir la communication connexe avec les ventes, la distribution, la planification de la chaîne d’approvisionnement, le contrôle des stocks et les comptes clients pour s’assurer que les exigences des clients sont satisfaites
- Rassembler l’information et amorcer le traitement des déclarations, des plaintes relatives aux produits et des plaintes liées aux services dans le respect des échéanciers du Ministère et de Santé Canada (au besoin)
- Prise en charge de la « résolution d’un appel » - évaluez les problèmes, recommandez des solutions appropriées et exécutez
- Construire des relations de confiance avec les principaux comptes clients
- Fournir des notifications proactives aux clients et aux gestionnaires de territoire concernant des problèmes spécifiques aux clients
- Soutenir les équipes axées sur le client et les initiatives BD
- Fournir une couverture aux autres régions membres de l’équipe afin de maintenir la continuité du soutien contractuel, au besoin.
- Travailler avec les unités opérationnelles et/ou les fonctions opérationnelles sur des projets spéciaux, au besoin.

**Profil recherché**
- Diplôme universitaire requis
- Bilingue, français et anglais (lire, écrire, parler)
- Minimum de 2 ans d’expérience de service à la clientèle préféré
- Excellente maîtrise des outils Microsoft Office (Outlook, Excel)
- Expérience avec JD Edwards, SAP ou tout autre système ERP
- Expérience avec le logiciel du centre d’appels Genesys un atout
- Expérience avec PowerBI un atout
- Expérience avec Salesforce (ou d’autres logiciels CRM) un atout

**_ Ce rôle hybride exige que vous soyez sur le site qui vous est assigné 3 jours par semaine et jusqu’à 2 jours de chez vous. Des politiques locales peuvent s’appliquer. BD peut modifier votre régime de travail en fonction des besoins de l’entreprise._**
- ______________________________________

**Key responsibilities will include**:

- Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries)
- Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to ensure customer requirements are met
- Assemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required)
- Collaborate with customers to seek problems as required
- Support “one call resolution” - assess issues, recommend appropriate solutions, and execute
- Establish relationships with key customer accounts
- Provide proactive notifications to customers and Territory Managers regarding specific customer issues
- Support customer focused teams and BD initiatives
- Providing coverage for other team member regions to maintain contracting support continuity, as required.
- Work with business units and/or

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