Job DescriptionAs the
Bilingual Customer Service Representative (CSR), you will act as the primary point of contact for both internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using the ERP system (SAP or JDE or MS Great Plains). You will routinely respond to inquiries from customers via phone or email including but not limited to product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous customer service, positively support your team, and provide backup support and coverage when necessary. The role is hybrid and based in our office located in Mississauga, ON. Our hybrid model is currently four days in the office (Monday to Thursday) and one day remote from home (Friday). Hours of operation are 8:30am (EST) to 5:30pm (EST), Monday to Friday. Shifts can be 8:30am - 4:30pm, 9:00am-5:00pm or 9:30am-5:30pm, subject to change.
Key responsibilities will include- Respond to customer inquiries within established service levels for all order-related activities (including product information, back orders, stock availability and delivery inquiries).
- Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements.
- Collect information and initiate product and service complaints in compliance with departmental and Health Canada timelines.
- Collaborate with customers to identify and proactively resolve concerns.
- Support "one-call resolution" by assessing issues, recommending appropriate solutions, and executing them.
- Establish and maintain relationships with key customer accounts.
- Provide proactive updates to customers and Territory Managers regarding specific customer issues.
- Participate in customer-focused teams and support BD initiatives.
- Provide coverage for other team members' regions to ensure continuity of customer service support as required.
- Work with business units and operational functions on special projects, as needed.
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.
- Ability to multitask and prioritize workload.
- Excellent process leadership skills with a passion for continuous improvement.
- Demonstrated problem-solving, critical thinking and analytical skills.
- Strong documentation skills, 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.
Education and experience- University degree or college diploma required.
- Bilingual and fluent in French and English (reading, speaking, and writing).
- Minimum of 2 years of Customer Service experience is an asset.
- Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
- Experience with the following is an asset: JD Edwards, SAP, or other ERP systems; Genesys Call Centre Software; Power BI; Salesforce (or other CRM software).
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Your Career at BD".
Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors that contribute to the range displayed. The range displayed is comprised of wages, which includes base salary and commission, as well as certain components of our bonus programs. The salary offered to a successful candidate may vary based on a variety of factors including relevant experience, education, skills, qualifications, and work location.
Salary Range Information: $60000 - $110000 CAD Annual
This job posting is for an existing vacancy
As part of our recruitment process, we may, in certain circumstances, use technologies such as artificial intelligence or machine learning to screen, assess, or select applicants. These technologies will only be used in accordance with applicable laws and regulations.
Primary Work LocationCAN ON - Oakville
Additional LocationsWork Shift 
