Customer Service Rep

2 weeks ago

Toronto, Canada GN Group Full time

POSITION TITLE

Customer Service Representative (Bilingual - English/French) - B2B

REPORTS TO:
Customer Service Manager

PRIMARY FUNCTION:
To provide customer service to hearing clinic accounts. Responsible

for handling customer, sales and service issues in a timely and responsive manner. Processing customer orders, researching deliveries, providing product information, and resolving billing issues.

OBJECTIVES OR GOALS:
To work in tandem with field sales personnel and interact with other customer service members to provide a high level of customer service support to customers and patients.

AREAS OF RESPONSIBILITY:

- Manage the day-to-day business with HCPs in a single point of contact environment.
- Maintains knowledge of GN customer expectations. Understands the importance of addressing customer requests and resolving any complaints in a timely fashion.
- Is knowledgeable about order process and fulfills it to completion. Identifies and communicates any customer opportunities
- Collaborates with Field Sales personnel, Product Management and Customer Service Manager to deliver the expectations of customers and that of GN.
- Provide telemarketing support, to reinforce current promotions, assist with the communication of new product information, and other related projects.
- Provide timely, verbal and written communication to HCPs regarding the status of orders, repairs, remakes, and other inquiries.

EDUCATION:
College Education.

EXPERIENCE:
2-3 years customer service experience and business to business experience.

Strong English and French speaking, reading, writing

KNOWLEDGE SPECIFICATIONS:

- Demonstrates a high attention to detail, ensuring the accuracy of work completed.
- Exercises good judgment in making decisions, considering all the available sources of information and alternatives. Expresses clear and rational reasons for taking a decision.
- Focusing and guiding others in accomplishing work objectives.
- Delegates tasks to individuals appropriate to their knowledge, skills, and experience.
- Provides clear instructions and directions to others.
- Maintains high quality standards in the output produced and encourages other to meet similar standards. Consistently evaluates work to achieve excellent results.
- Must understand department structure and point of contact.
- Proposes new and original ideas, approaches and solutions to problems.
- Must conform to and understand proper safety regulations regarding processes within the line.
- Effective communication skills, both verbal and written, as well as basic computer skills (Microsoft Applications and Navision).

WORKING ENVIRONMENT:
GN Hearing Care Corporate Office.

This job description is intended to be a general guideline for applicants, employees and managers. It is not to be construed as an exhaustive list of all duties, expectations or qualifications. This description does not create a contract or guarantee of employment. Management reserves the right to modify job responsibilities, expectations and qualifications.

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