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Bilingual Customer Solutions Representative
2 months ago
Job Summary:
Smith+Nephew is seeking a highly skilled Bilingual Customer Solutions Representative to provide exceptional customer service and sales support to internal and external stakeholders. As a key member of our team, you will be responsible for processing customer orders with accuracy, ensuring all requests are prioritized, organized, and processed on time.
Key Responsibilities:
- Handle external customer requests for orders, returns, disputes, and general inquiries in a timely and accurate manner.
- Register and process Canadian Complaints according to S+N policy and Health Canada requirements.
- Perform other administrative tasks associated with Operations as required.
- Provide internal customers with order status updates, back orders, product substitutions, and general inquiries efficiently and effectively.
- Process all sales orders taken by telephone/fax immediately, advising of any back order, ensuring the agreed delivery date and time is met, and all orders taken before 5:30pm are dispatched same day in line with terms and conditions.
- Ensure all disputes and credit returns are actioned within 5 working days of the request being made to secure prompt payment.
- Communicate any service-related complaints to the Customer Excellence Manager so that the relevant action is taken to address the complaint and to minimize any adverse effect on the customer and company.
- Meet company KPI targets for call handling, order accuracy, customer returns, complaint handling.
- Contribute to the development of a positive working environment for the team, one that encourages core values of Care, Collaboration, and Courage.
- Be a positive representative of S+N with internal and external customers.
Requirements:
- High School degree or 10 years of experience required.
- 2+ years of customer service experience.
- Bilingual, English and French (written and spoken).
- Proven experience in customer service or after-sales service.
- Excellent business English and French communication skills.
- Good communication and interpersonal skills.
- Ability to multi-task, meet deadlines, and work effectively when priorities are changing rapidly.
- Good knowledge of Windows, SAP.
Physical Demands:
Ability to work in an office environment and operate a computer for extended periods of time. Lift and/or transport boxes for storage requirements.
