Bilingual Customer Service Representative

Job title:

Bilingual Customer Service Representative

Company

Fresenius Medical Care

Job description

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/ACTIVITIESCUSTOMER 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 basisCall home patients and monitor their dialysis supply utilization.Handle and process returns and credits relation to home patientsHandle 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.EDUCATIONMinimum – high school diploma. College/University Degree preferred.EXPERIENCE AND REQUIRED SKILLSMinimum 2 years customer service experience in healthcare industryExcellent oral and written communication skillsProficient with Microsoft OfficeMust be self-motivated and capable of performing their responsibilities without direct supervisionAbility to multitask and cooperatively work with a variety of departmentsBilingual – must be fluent in French and English. Must be able to read and write in French and English.RELATIONSHIPSInternal Contacts: Territory Managers, Product Managers, Technicians, Warehouse Staff, FMCC EmployeesExternal Contacts: Home Patients, Hospital purchasing departments, Biomedical technicians, Customer baseSUPERVISIONN/AThe 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.

Expected salary

Location

Richmond Hill, ON

Job date

Fri, 13 Sep 2024 06:32:27 GMT

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