Customer Service Representative
4 weeks ago
Customer Service Representative Role
At Smith+Nephew, we design and manufacture technology that takes the limits off living.
To provide excellent bilingual customer service and sales support for all internal and external stakeholders.
Key Responsibilities
- Handle customer requests for orders, returns, disputes, and general enquiries in a timely and accurate manner.
- Process Canadian Complaints according to S+N policy and Health Canada requirements.
- Perform other administrative tasks associated with Operations as required.
- Support internal customers with order status updates, back orders, product substitutions, and general inquiries.
- Process sales orders taken by telephone/fax immediately, ensuring delivery dates and times are met.
- Ensure disputes and credit returns are actioned within 5 working days.
- Communicate service-related complaints to the Customer Excellence Manager.
- Meet company KPI targets for call handling, order accuracy, customer returns, and complaint handling.
- Contribute to a positive working environment that encourages core values of Care, Collaboration, and Courage.
Requirements
- High School degree or 10 years of experience required.
- 2+ years of customer service experience.
- Bilingual, English and French (written and spoken).
- Excellent business English and French communication skills.
- Good communication and interpersonal skills.
- Ability to multi-task, meet deadlines, and work effectively in a fast-paced environment.
- Good knowledge of Windows and SAP.
Physical Demands
Ability to work in an office environment and operate a computer for extended periods. Lift and/or transport boxes for storage requirements.
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