Bilingual Customer Service Rep

**Job Description Summary**:
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.

**Responsibilities**:

- Respond to customer inquiries within established service levels for all order-related activities (including product information, back orders, stock availability and delivery inquiries).
- Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements.
- Collect information and initiate product and service complaints in compliance with departmental and Health Canada timelines.
- Collaborate with customers to identify and proactively resolve concerns.
- Support “one-call resolution” by assessing issues, recommending appropriate solutions, and executing them.
- Establish and maintain relationships with key customer accounts.
- Provide proactive updates to customers and Territory Managers regarding specific customer issues.
- Participate in customer-focused teams and support BD initiatives.
- Provide coverage for other team members’ regions to ensure continuity of customer service support as required.
- Work with business units and operational functions on special projects, as needed.

**Education and Experience**:

- University degree or college diploma required.
- Fluency in French and English (reading, speaking, and writing).
- Minimum of 2 years of Customer Service experience is an asset.
- Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
- Experience with the following is an asset: JD Edwards, SAP, or other ERP systems; Genesys Call Centre Software; Power BI; Salesforce (or other CRM software).

**Knowledge and Skills**:

- Strong teamwork with excellent interpersonal, written and verbal communication skills.
- Strong business acumen and passion towards excellent customer experience both internally and externally.
- Ability 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, 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.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

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