Bilingual Customer Service Representative

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at

Job Function
Customer Management

Job Sub Function
Customer Service Operations

Job Category
Professional

All Job Posting Locations:
Markham, Ontario, Canada

Job Description
About Vision
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient's lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at

A pre-identified candidate for consideration has been identified. However, all applications will be considered.

We are searching for the best talent for a Bilingual Customer Service Representative to join our J&J Vision team. This position is based in Markham, Ontario, Canada.
Purpose
The Bilingual Customer Service Representative acts as a pivotal, meaningful link between customers and J&J. In a collaborative team setting, the CSR manages all order fulfillment activities, answers incoming calls, investigates claims and issues, and processes returns. They partner with customers and sales colleagues to ensure transactions are completed promptly and in line with policies, while proactively communicating important information. The CSR provides support by analyzing, processing, and responding to inquiries from both customers and the sales team. This role handles orders and inquiries as needed whether by phone, fax, or email and oversees both inbound and outbound calls.

You Will Be Responsible For

• Data entry, returns processing and other tasks related to departmental operating systems.
• Processing all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
• Resolving all customer queries on product quality, availability, substitutions, inventory, order status, pricing, billing, invoices, and carrier concerns; update training records and coordinate work schedules to ensure timely shipping and invoicing.
• Advising customers on product availability and inventory status; assisting the sales team with account inquiries and issues involving product quality, carrier concerns, availability, pricing, and billing.
• Responding to customer complaints immediately; escalate as needed; maintain customer account information and ensure efficient billing and related paperwork.
• Interacting with internal and external customers; responding to requests, explaining procedures, promoting positive relationships, and representing company interests.
• Providing outstanding customer support by analyzing, processing, and responding to needs of customers and the sales team.
• Maintaining customer account information and related billing paperwork to ensure efficient billing.
• Providing recommendations and alternatives to improve organizational processes.
• Handling progressively challenging tasks for personal development.
• Assisting with team initiatives and other related duties as required.

Qualifications
Required:

• High School Graduate or equivalent experience required.
• 3-5 years of customer service experience in GMP/ISO environment pertaining to drugs/medical devices, preferred.
• Must be bilingual (French/English).
• Knowledge of SAP, Microsoft Office software-Word, Excel and others.
• Excellent customer service with clear written and verbal communication; strong planning and prioritization skills.
• Excellent typing skills with precise data entry.
• Keen attention to detail; conscientious and professional work approach.

Preferred

• Strong analytical, organizational, and communication skills; adept at cross-functional collaboration with a customer-first mindset and sense of urgency.
• Knowledge of Surgical Vision operations.
• Ability to build rapport across teams and maintain productive working relationships.
• Self-motivated, organized, detail-oriented; able to meet tight deadlines, solve problems efficiently, multitask, and manage time effectively.
• Works with minimal supervision; exercises good judgment and consistent work habits.
• Strong typing skills.
• Comfortable in fast-paced, high-pressure environments; capable of urgent problem resolution.
• Telecommunications experience.
• Excellent communication (oral and written) and organizational skills; effective in a team setting.
• Ability to prioritize tasks and perform under pressure.

Accessibility For Ontarians With Disabilities Act
As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Required Skills
Customer Service, French Language

Preferred Skills
Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management