Bilingual Senior Customer Service Representative

JOB TITLE: Bilingual Senior Customer Service Representative

JOB LOCATION: Mississauga, ON (Onsite)

ABOUT US

CONMED Corporation is a progressive, global medical device company, operating in 20 countries. Through thoughtful leadership, innovation and teamwork, we are changing the future of healthcare. Our 3,500 employees worldwide make meaningful contributions, positively impact the business, and advance in their careers as our company and product portfolio grows.

We are a leader in Orthopedics, General Surgery, Gynecology, Gastroenterology, Pulmonology, and Anesthesiology and our employees enjoy challenging and diverse job opportunities across these varied specializations. CONMED is headquartered in the United States. We operate throughout Canada, with an office in Mississauga, Ontario, as well as 18 additional countries globally. Our international presence includes more than 20 locations throughout Europe, Australia, Latin America, Asia, North America, and the Middle East.

JOB DESCRIPTION

This role will be a key bilingual contributor for the Customer Service team and as a Senior member of the team, they will be assisting the Supervisor with management, EDI/GHX management, Inventory Management, Order-entry related tasks and supporting the Customer Service ambassadors.

This role is responsible for English and French customer service interactions with a high regard for confidentiality, detail and accuracy. This individual must be articulate, energetic, outgoing, have a positive attitude and have experience in client services within a corporate environment.  This individual must be collaborative, with the ability to look at ways to improve process both for customers and employees. 

At CONMED, you'll work closely with a close-knit team of talented professionals who will mentor you to grow and take on more responsibility.  If you have a passion for customer service, are energetic, independent, and able to multi-task, this role is a fit for you.  Come inspire us through your dedication, creativity and exceptional performance - we'll do the same for you

KEY RESPONSIBILITIES

• Assist Supervisor in monitoring Salesforce and assign cases to the appropriate territory to ensure timely resolution.

• Manage Pre-Orders and Ship Completes in collaboration with leadership, product managers and the Inventory analyst to maintain accurate order fulfillment.

• Allocate equipment daily for ship completes and pre-orders in coordination with the warehouse team.

• Release marketing hold orders daily as submitted by product managers.

• Participate in GHX, Commport, and Intertrade partnership meetings to continuously improve platforms utilization

• Onboard customers on GHX and monitor the Registration Center regularly.

• Maintain a strong understanding of EDI and liaise with the Contracts Department to obtain and submit Catalogue 832s.

• Assist the Finance Department in resolving invoice disputes and ensuring accurate billing processes.

• Assist Finance and Repair department in claw back process

• Monitor and review weekly un-booked and unshipped orders; redirect to the appropriate Ambassador for resolution.

• Monitor Oracle error corrections and advise Ambassadors as needed.

• Understand invoice processes and manage monthly statement printing and mailing to customers.

• Clean and maintain customer data for submission to GHX support.

• Learn company software systems to effectively communicate with incoming inquiries.

• Perform other duties and special projects as assigned.

MINIMUM SKILLS AND QUALIFICATIONS

• Fluent in written and spoken French and English.

• 2-3 years' experience working in customer service, preferably in a bilingual role.

• Experience with EDI/GHX is a strong asset.

• Experience in medical devices/pharmaceutical industry is an asset.

• University degree or college diploma.

• Proficient in all MS Office Applications.

Additional Requirements:

• Ability to spend a substantial amount of time working with a computer and a phone at a standard office workstation.

WHY CHOOSE CONMED?

Not only is CONMED Canada recognized as a Great Place to Work but it also offers a wide array of perks and benefits to fit your unique needs 

• Competitive Compensation

• Employer funded Health and Dental Benefits and Extended Healthcare Services

• Employer Funded Pension Program

• Mentoring and Career Development Programs and Opportunities

• Health Care Spending Account

• Lifestyle Spending Account

• 3 Weeks' Paid Vacation to Start

• 5 Paid Wellness Days

• "Dress For Your Day" Dress Code Attire

• Flexibility/Hybrid Work Model

• Social Activities

• Employee Recognition Program and Events

• Education Reimbursement

• An Inclusive and Engaged Work Environment

CONMED is a strong advocate of workforce diversity. All qualified applicants will receive consideration for employment