Bilingual Customer Service Representative

**We are the makers of possible**

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

**Job Family Description**

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions, and complaints.

**Summary**

**Responsibilities**
- Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries).
- Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to ensure customer requirements are met.
- Assemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required).
- Collaborate with customers to seek problems as required.
- Support “one call resolution” - assess issues, recommend appropriate solutions and execute.
- Establish relationships with key customer accounts.
- Provide proactive notifications to customers and Territory Managers regarding specific customer issues.
- Support customer focused teams and BD initiatives.
- Providing coverage for other team member regions to maintain contracting support continuity, as required.
- Work with business units and/or operational functions on special projects, as required.

**Skills and Competencies**
- Strong teamwork with excellent interpersonal, written and verbal communication skills.
- Strong business acumen and passion towards excellent customer experience both internally and externally.
- Able to multitask and prioritize workload.
- Excellent process leadership skills with a passion for continuous improvement.
- Demonstrated problem-solving, critical thinking and analytical skills.
- Strong documentation skills including attention to detail, well organized and solution oriented.
- Works well in a fast paced, dynamic environment and under pressure.
- Flexibility and ability to balance multiple priorities and able to work within short timelines
- Collaborates well cross-functionally with other departments

**Qualifications and Experience**
- Bilingual, French and English (read, write, speak)
- 2 years Customer Service experience
- Strong proficiency with Microsoft Office tools (Outlook, Excel, PowerPoint)
- Experience with JD Edwards or SAP
- Experience with Genesys Call Centre Software

**Education and Training**
- Bachelor’s Degree in Business or related field preferred

**Required Skills & Knowledge**
- Demonstrates a specific set of in-depth skills and knowledge in area of expertise
- Involves natural and expected progression within job family

**Degree of Accountability**
- Accountable for setting own work direction and completing work tasks
- Erroneous decisions or recommendations may cause delays and result in the allocation of more resources

**Financial Impact**
- Has some effect on quality, cost, and/or productivity

**Strategic Impact**
- Assists in carrying out business/operating plans

**Sphere of Influence**
- Demonstrates some influence within work area/department/function

**Supervisory Responsibilities/ Leadership Characteristics**
- Accomplishes tasks mainly through coaching and supervision of support and entry-level professional associates

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

**Why Join Us?**

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level