Customer Care Representative, Bilingual

3 months ago

Vaughan, Canada Terumo Medical Corporation Full time

Job Summary:

The Customer Care Representative, Bilingual (CCR) serves as the first point of contact and strives to provide the absolute best customer experience in support of multiple business units within Terumo Medical Canada, Inc. (TMCI). The CCR is responsible for the order management of all customer requests pertaining to product orders, and/or general inquiries with a focus on customer satisfaction while working in a fast-paced team environment. The CCR provides resolution to inquiries and is responsible for investigating issues related to order status, shipment of products, returns, credits, and debits. The CCR helps drive process improvement, ensuring their adherence to company policies and procedures to always exceed customer’s expectations.


Job Details/Duties and Responsibilities:

Provides first point of contact for all customer inquiries and expedites customer orders as required.

Manages and processes the order entry of all sales orders received by email, fax, phone and electronic data interchange (EDI).

Investigates and resolves problems related to shipment of products, returns, credits, and orders.

Handles processing and issuing of RMA’s and credits for returns.

Partners with the field and inside sales teams to meet and exceed all service expectations.

Participates in project team meetings in order to provide ideas, methods or changes to processes to improve customer satisfaction and overall efficiencies.

Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.

Recognizes a customer complaint and forwards to the appropriate personnel based on TMCI’s Quality Policies and Procedures.

Completes the order processing of field-based inventory (Customer consignment) orders.

Verifies customer pricing and processes special instructions for handling.

Researches and reviews warehouse shipping returns with customers/sales and advises steps that will be taken to resolve issues. .

Work with the Accounts Receivable Team for timely resolution of order discrepancies.

Perform other job-related duties as assigned.

Position Requirements:

Knowledge, Skills and Abilities (KSAs)

Bilingual in English and French, Written and Verbal.

Exceptional customer service and listening skills.

Excellent interpersonal, written and verbal communication skills.

Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.

Strong analytical abilities and capability to research, extract, summarize, and communicate complex or diverse information preferred.

Strong ability to multi-task.

Attention to detail; data entry accuracy.

Knowledge of company products and customer service activity.

Proficiency in Microsoft Excel, Word, PowerPoint and Outlook.

Background Experiences

Post secondary education degree required and minimum of 1 year experience in a customer facing or order management role; or equivalent combination of education, relevant experience & training.

Experience working in the medical device industry highly desired.

SAP experience strongly preferred.

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