Bilingual Customer Service Representative

Fresenius Medical Care is the world's largest integrated provider of dialysis products and services. As a vertically integrated company, we provide a complete solution for patients with chronic kidney failure and their caregivers, from research and development to manufacturing our dialysis products to providing complete therapy options within our own clinics. Fresenius Medical Care provides dialysis services in over 120 countries, including over 3400 dialysis clinics and 40 production sites worldwide.

In Canada, Fresenius Medical Care has been caring for patients undergoing dialysis for over twenty-five years. We understand the impact that chronic kidney failure has on people's lives, and we are committed to providing outstanding patient care that goes beyond innovative dialysis products and therapies. We care about each patient’s individual situation, whether they want to perform dialysis in their familiar surroundings at home, undergo dialysis at the hospital, or receive dialysis in one of our clinics. Our vision is to be the undisputed leader and trusted partner in renal therapies in Canada, and this vision is reflected in our key values: collaborative, proactive, reliable, and excellent.

Fresenius Medical Care Canada (hereby referred to as “FME Canada”) is currently recruiting for a permanent, full-time Bilingual Customer Service Representative, based in Richmond Hill, Ontario, working on a hybrid model. The position entails the following:
**PURPOSE AND SCOPE**:
Supports FME Canada’s mission, vision, core values and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements. The Bilingual Customer Service Representative, under the direction of the National Customer Service Manager, will be responsible for all matters pertaining to customer service related functions and home care functions across Canada.

**DUTIES/ACTIVITIES**

**CUSTOMER SERVICE**:

- Responsible for driving the FME Canada culture through values and customer service standards.
- Accountable for outstanding customer service to all external and internal customers.
- Develops and maintains effective relationships through effective and timely communication.
- Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

**PRIMARY DUTIES / ACTIVITIES**:

- Primary telephone contact for all Hospitals and Clinics.
- Input product orders from Hospitals and Clinics into the computer system and ensure that all deliveries are made in a timely fashion.
- Handle invoice inquiries from customers.
- Provide proof of delivery for any deliveries that are in question.
- Ensure that customers’ back orders are filled quickly.
- Report any problems to the National Customer Service Manager for resolution.
- Perform home care and customer care duties as necessary.
- Process returns for hospitals. Review open returns with QA on a monthly basis
- Call home patients and monitor their dialysis supply utilization.
- Handle and process returns and credits relation to home patients
- Handle and process requests for travelling patients when necessary.
- Carry pager after hours as needed.
- Other duties as assigned.

**PHYSICAL DEMANDS AND WORKING CONDITIONS**:
Repetitive data entry required in an office setting; May be required to work different shifts.

**EDUCATION**:
Minimum - high school diploma. College/University Degree preferred.

**EXPERIENCE AND REQUIRED SKILLS**:

- Minimum 2 years customer service experience in healthcare industry
- Excellent oral and written communication skills
- Proficient with Microsoft Office
- Must be self-motivated and capable of performing their responsibilities without direct supervision
- Ability to multitask and cooperatively work with a variety of departments
- **Bilingual - must be fluent in French and English. Must be able to read and write in French and English.**

**RELATIONSHIPS**:
Internal Contacts: Territory Managers, Product Managers, Technicians, Warehouse Staff, FMCC Employees

External Contacts: Home Patients, Hospital purchasing departments, Biomedical technicians, Customer base

**SUPERVISION**:
N/A

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Thank you for your interest in Fresenius Medical Care Canada. We thank all interested applicants, however, only those selected for an interview will be contacted. We are committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set f