BD (Becton, Dickinson and Company) Bilingual Customer Support Representative in Mississauga, Canada
Job Description Summary
In this role, the Customer Support Representative (CSR) reports to the Team Lead of Customer Service and has responsibilities in Customer Service and Contracts. The CSR acts as the primary point of contact for both, internal and external customers and is responsible for processing a high volume of incoming orders via telephone, fax, email and EDI in JD Edward ERP System, routinely responds to inquiries from customers via phone or email regarding product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proof of deliveries and current marketing promotions. The CSR is expected to provide efficient and courteous customer service, positively contribute to a team environment and provide backup support and coverage when necessary. In this role, the CSR is also responsible for providing support to the Contracts Team for various aspects of Contract Management to ensure maximum efficiency.
Duties and Responsibilities:
Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries)
Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to ensure customer requirements are met
Assemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required)
Interface with customers to solve problems as required
Support “one call resolution” - assess issues, recommend appropriate solutions and execute
Build relationships with key customer accounts
Provide proactive notifications to customers and Territory Managers regarding specific customer issues
Support customer focused teams and BD initiatives
Support contracts in all aspects of contract management as required, create contracts, expire, renew, maintain, etc.
Providing coverage for other team member regions to maintain contracting support continuity, as required.
Provide Level 1 Support; a 48-hour turnaround time including; contract membership additions, product additions and Customer Service order management issues. Ensure all contract product additions and membership maintenance changes are actioned in a timely manner and done in accordance with agreement terms and conditions.
Work with business units and/or operational functions on special projects, as required.
Primary Work Location
CAN Mississauga - Derry Road West
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.