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Bilingual Customer Service Agent

4 months ago

Waterdown, Canada Stryker Full time

**Why customer service at Stryker?**:
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks - like tuition reimbursement and a wellbeing program (*Benefits vary by country)

**Who we want**:
**Meticulous documenters**. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.

**Relationship-builders.** Create genuine, trusting relationships with internal team members, business partners and leadership through strong interpersonal skills enabling collaboration and influence others to achieve results.

**Organized communicators. **Highly organized with strong attention to detail and ability to clearly communicate detail with business partners.

**What you will do**:
As a Customer Service Agent, you will represent the company in a positive and professional manner in all dealings with external and internal customers. The employee will actively promote the products and services of the company at every opportunity while providing the level of service that exceeds our customers expectations.

**You must be 100% bilingual in English and French**
- Utilize resourcefulness and critical thinking skills to research and resolve order and invoice discrepancies
- Employ excellent time management and organizational skills to follow up with customers on all outstanding issues within expected timelines
- Record customer experience feedback, as well as analyze root cause to identify trends and improve service provided to customers
- Provide back-up coverage for receptionist as required, ensuring all switchboard and reception tasks are handled efficiently and effectively during that time
- Actively manage open sales orders to ensure timely shipments and invoices/accurate sales/proactive communication to customers
- Participate in the development and implementation of continuous improvements within the department

**What you need**:
**Post-Secondary Education Required**:

- Minimum two years of working experience in a call center/customer service environment
- Bilingualism (French and English) required
- Experience in the medical field is an asset
- Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered

**Aperçu du poste**

L’agent bilingue du service à la clientèle doit représenter l’entreprise de manière positive, compétente et professionnelle dans toutes ses relations avec les clients externes et internes. L’employé suivra les processus et les politiques de Stryker tout en fournissant un niveau de service qui dépasse les attentes de nos clients. Cette personne doit être un membre actif de l’équipe du service à la clientèle tout en défendant la mission et les valeurs de Stryker.

**Responsabilités**

**Responsabilités individuelles**:

- Collaborer de manière proactive avec les équipes/services internes afin de promouvoir une culture d’inclusion et de coopération
- Responsable de la mise en œuvre et de l’exemplarité des valeurs de Stryker : Intégrité, Responsabilisation, Personnel et Performance.

**Responsabilités fonctionnelles**:

- Répondre de manière professionnelle et enthousiaste à toutes les demandes des clients par téléphone et par courriel concernant les renseignements sur les produits, les prix, la disponibilité, les dates de livraison, l’expédition, les retours de produits, les crédits et les problèmes administratifs généraux
- Faire preuve d’ingéniosité et de pensée critique pour rechercher et résoudre les écarts dans les commandes et les factures
- Faire preuve d’excellentes aptitudes pour la gestion du temps, la priorisation et l’organisation afin de faire le suivi auprès des clients de tous les problèmes en suspens dans les délais prévus
- Consigner les commentaires sur l’expérience client et analyser les causes profondes afin de cerner les tendances et d’améliorer le service offert aux clients
- Fournir une couverture de secours à la réception, au besoin, en s’assurant que toutes les tâches liées au tableau de distribution et à la réception sont traitées de manière efficace et efficiente
- Traiter avec exactitude les commandes des clients reçues par téléphone, courriel et EDI; fournir un accusé de réception et une confirmation de réception au client
- Gérer activement les bons de commande ouverts pour assurer que les expéditions se font en temps opportun, que les ventes sont exactes et une qu’une communication proactive est établie avec les clients
- Gérer les tâches administratives et de production de rapports, au