Bilingual Order Management Specialist

**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.

Additionally, you will be responsible to back up the Sourcing Specialist on supply chain activities for conducting product demand forecast analysis, inventory analysis as well as reporting to support operational decision-making. You will determine optimal stock levels given the organization’s constraints including space, supply uncertainty, and demand uncertainty by actively collaborating with cross functional teams to ensure optimized inventory levels that meet business objectives. You will create and analyze the demand forecast for key determinants of purchase. You will monitor unanticipated changes in customer purchasing behaviour and coordinate responses.

**Key responsibilities will include**:

- 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, 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
- Support customer focused teams and BD initiatives
- Work with business units and/or operational functions on special projects, as required.
- Lead and/or work with components of the Sales and Operations Planning process, which include consensus forecasting, financial planning and product life cycle management.
- Management of key metrics against targets including line fill, future days’ supply, inventory turns and forecast accuracy.
- Accountable for maintaining minimum on hand inventory to meet required service levels, in addition to driving reduction of excess & obsolete inventories and providing solutions to decrease write-offs.

**To be successful in this role, you require**:

- 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.
- 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
- Excellent reconciliation skills, problem-solving and analytical ability.
- Process improvement experience highly desired.

**Education and experience**:

- University degree required
- Bilingual, French, and English (read, write, speak)
- Minimum 1 year of Customer Service experience
- Good understanding of business processes including supply chain, forecasting, purchasing and inventory activities
- Demonstrates planning skills; able to recommend and implement sustainable supply chain solutions to drive operational performance improvements.
- Self-motivated, strong analytical skills and detail-oriented intellectually curious and ability to work well in a team environment.
- Ability to work independently and problem solve issues from a variety of known options
- Must show initiative, with ability to anticipate needs, make recommendations, and take appropriate action.
- Strong organizational skills and ability to prioritize workload to meet deadlines
- Strong proficiency with Microsoft Office tools (Outlook, Excel, PowerPoint)
- Experience with ERP systems (example: MS Great Plains, JD Edwards, SAP)
- Experience with Genesys Call Centre Software an asset
- Experience with PowerBI an asset
- Experience with Salesforce (or other CRM software) an asset

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, reque