Customer Service Representative

4 weeks ago


Mississauga, Ontario, Canada Smith+Nephew Full time

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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