Bilingual - Customer Service Specialist

Position Summary

Provide excellent customer service as it relates to all areas of the customer experience in a contact center environment with emphasis on our French-Canadian customer base.

Principal Responsibilities

•    Handle inbound and outbound calls, emails, chats, faxes and other communication channels from/to internal and external customers.
•    Field and respond to all types of customer inquiries including order placement; order status and tracking; general product questions; inventory availability; product pricing; returns; credits, account status; new account creation, etc.
•    Interface with key departments within the organization and specialized teams within Customer Service.
•    Proactively identify opportunities for synergies with other departments .
•    Maintain a supportive relationship with our Sales organizations.
•    Accurately handle complex processes .
•    Provide feedback regarding potential process improvement ideas.
•    Maintain service excellence by adhering to the Quality Assurance program guidelines while also meeting efficiency and productivity goals.
•    Follow and exhibit our corporate ethics standards and core values.
 

Education / Experience Requirements

•    High School diploma or equivelent required. College degree – or college courses in a business related field - preferred.
•    2 years customer service and/or data/order entry experience required. 
•    1+ year(s) of contact center experience also required.
 

Specialized Skills / Other Requirements

•    Must be fluent in English and French languages, in both verbal and written forms of communication.
•    Knowledge of medical manufacturing and/or distribution preferred.
•    SAP and Salesforce experience and knowledge preferred.     
•    Highly customer focused.
•    Excellent oral and written communication skills.
•    Exceptional detail orientation and time management skills.
•    Proficiency in Microsoft Windows, especially MS Word and Excel.
•    Ability to interact effectively with individuals at all levels in the organization.
•    Ability to collaborate and work well with others.

•    Strong organizational, analytical & problem-solving skills required.
•    Ability to successfully multi-task in a face-paced environment.
•    Ability to professionally manage and turn-around difficult customers.
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