Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

As a Bilingual Customer Service Representative (CSR), you will be the primary point of contact for internal and external customers, managing high-volume incoming orders via telephone, fax, email, and EDI using an ERP system. You will respond to customer inquiries regarding product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery, and current marketing promotions. The role requires providing efficient and courteous customer service, supporting a collaborative team environment, and offering backup coverage when necessary.

Responsibilities

Respond to customer inquiries within established service levels for all order-related activities.
Process orders throughout their entire lifecycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable.
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.
Work with business units and operational functions on special projects.

Requirements

University degree or college diploma required.
Fluency in French and English (reading, speaking, and writing) required.
Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
Minimum of two years of customer service experience is an asset.
Experience with JD Edwards, SAP or other ERP systems is an asset.
Experience with Genesys call center software is an asset.
Experience with Power BI is an asset.
Experience with Salesforce (or other CRM software) is an asset.

Skills

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 work within short timelines.
Collaborates well cross-functionally with other departments.

Location

Mississauga, ON L5N 0B3 Canada

Work Type

Hybrid

Experience Level

Entry Level

Education Level

University degree or college diploma

Benefits

A culture where face-to-face collaboration supports your learning, your progress, and your success.

About the Company

BD is one of the largest global medical technology companies in the world.
Advancing the world of health™ is our Purpose.
We believe that the human element, across our global teams, is what allows us to continually evolve.
Join us and discover an environment in which you’ll be supported to learn, grow and become your best self.
Great Place to Work® has certified our workplace culture.
BD is a unique player in medical technology with a presence among all healthcare professionals.
We support the daily lives of researchers, caregivers, and patients throughout the care journey.
BD has over 77,000 employees and is present worldwide to meet the many challenges of the health world.
For 125 years, BD has supported caregivers and patients everywhere, all the time.

Equal Opportunity

Becton Dickinson is an Equal Opportunity Employer.
We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience.
Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process.