Customer Service Representative
19 hours ago
The Customer Care Representative, Bilingual, serves as the primary point of contact for customers and strives to deliver exceptional customer experiences in support of multiple business units within Terumo Medical Canada, Inc. (TMCI). This role is responsible for managing customer requests, resolving issues, and driving process improvements to exceed customer expectations.
Key Responsibilities- Provide first-point-of-contact support for customer inquiries and expedite customer orders as required.
- Manage and process sales orders received through various channels, including email, fax, phone, and electronic data interchange (EDI).
- Investigate and resolve problems related to shipment, returns, credits, and orders.
- Process and issue RMA's and credits for returns.
- Collaborate with field and inside sales teams to meet and exceed service expectations.
- Participate in project team meetings to contribute ideas and methods for improving customer satisfaction and overall efficiencies.
- Continuously evaluate opportunities to drive process improvements that positively impact the customer experience.
- Recognize customer complaints and forward to appropriate personnel based on TMCI's Quality Policies and Procedures.
- Complete order processing for field-based inventory (customer consignment) orders.
- Verify customer pricing and process special instructions for handling.
- Research and review warehouse shipping returns with customers/sales and advise steps to resolve issues.
- Work with the Accounts Receivable Team for timely resolution of order discrepancies.
- Bilingual in English and French, written and verbal.
- Exceptional customer service and listening skills.
- Excellent interpersonal, written, and verbal communication skills.
- Good organizational skills and ability to work effectively as part of a team in a busy customer-driven environment.
- Strong analytical abilities and capability to research, extract, summarize, and communicate complex or diverse information.
- Strong ability to multi-task.
- Attention to detail; data entry accuracy.
- Knowledge of company products and customer service activity.
- Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
Post-secondary education degree required and minimum of 1 year experience in a customer-facing or order management role; or equivalent combination of education, relevant experience, and training. Experience working in the medical device industry highly desired. SAP experience strongly preferred.
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