Bilingual Service Parts Admin

3 weeks ago


Mississauga, Canada Philips Full time

**Job Title**: Bilingual Service Parts Admin (French) - Mississauga, ON, Canada

Utilize your strong customer service and bilingual French abilities to join the Philips Parts Order Desk team. In this role you will operate in a customer support capacity within the call center assisting with the supply chain parts ordering process, monitoring business compliance, and contributing to operational activities and the overall success of the zone and region.

**Your Role**:

- Provide customer support for internal and external customers within a call center environment, while processing inbound/outbound customer calls
- Process Field Service Technician ( FSE) Parts Orders such as; (FCO, CM, Install), Customer NEMO Parts Orders, shipping and direct sale parts order
- Process FSE Multi-vendor Parts Orders, obtain risk assessment for Philips parts EOL
- Input Commercial DEFOAs in OneEMS for FSEs, order parts available in SPS catalogue or escalate to BIU for Non-FRU
- Process RMDs at point of sale - Customer Returns for all modalities
- Process new unused customer returns, adding restocking fees
- Process parts orders (MES special hot alert templates
- Create purchase requisitions for internal customers & follow-up with goods receipt request
- Work with Accounts Payable on Invoice disputes for resolution, Customer quotes, RFP Support (Pricing). and create Commercial invoices during the disaster recovery process
- Manage Blanket purchase order processing for Direct Sale, use special templates
- Input Issuetrak during Disaster Recovery and initiate goods movement with Customs Department for Bench
- Projects as assigned (Audit, CAPAs, UAT testing)
- Ensure customers (internal/external) are provided with logistics information to adequately plan their repairs
- Provide additional billing value to customer for the non-return (within 30 days) of PCMS defectives
- Provide shipping fee values to customers and estimated Time of Arrival Communications
- Calling carrier on behalf of FSE to re-route or track shipment and assist with Customs Clearance
- Initiates/submits/supports Agents for Customer Feedback entry in Customer Feedback portal ensuring compliance to Quality/Regulatory for every customer complaint/feedback.
- Operate as a backup for other activities such as MES Helpdesk
- Other duties and responsibilities as assigned

**You’re the right fit if**:

- Bilingual capabilities in English and French; Excellent written and verbal communication skills
- 2+ years of customer service, customer operations, or order management experience
- Supply Chain knowledge or Order management experience is highly preferred
- Experience working with SAP or similar system
- Excellent time-management, organizational, and prioritization skills
- Effective communication both verbal and written with customers and internal and external
- Ability to exemplify exceptional teamwork
- Ability to handle multiple projects simultaneously
- Handle complex customer situations with professionalism
- Demonstrate sound judgment in decision-making, abiding appropriately to established guidelines and procedures
- Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
- Shift time: Monday - Friday, 9 AM - 5 PM. Must be flexible based on business needs.

**About Philips**

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
- Learn more about our business.
- Discover our rich and exciting history.
- Learn more about our purpose.

**Additional Information**

LI-PH1

IndeedCS

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