BD (Becton, Dickinson and Company) Customer Service Representative (Bilingual) in Mississauga, Canada

Job Description Summary

Job Description

As part of the Customer Service Team, reporting to the Team Lead Customer Service, the Customer Service Representative (CSR ) acts as the primary point of contact for BD customers, both internal and external. The CSR is responsible for processing a high volume of incoming orders via telephone, fax, email and EDI in SAP ERP System.

The CSR will routinely respond 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. You are expected to provide efficient and courteous customer service, positively contribute to a team environment and provide backup support and coverage when necessary.

DUTIES & 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

  • Build relationships with key customers

  • Provide proactive notifications to customers and Territory Managers regarding specific customer issues

  • Assess customer issues and recommend appropriate solutions

  • Support customer focused teams and BD initiatives

QUALIFICATIONS

EDUCATION:

  • College Diploma or equivalent work experience (Bachelor’s degree in Science or Business preferred)

REQUIRED SKILLS:

  • Customer focused and detailed oriented

  • Excellent communication and interpersonal skills

  • Demonstrated problem solving capability

  • Strong organization and prioritization skills

  • Team player who can collaborate cross-functionally with other departments

  • Ability to work in a fast paced environment

EXPERIENCE:

  • Bilingual (fluent in French and English, written and verbal)

  • Minimum 2 years Customer Service experience

  • Strong computer skills (Outlook, Excel, Word, Power Point) with SAP (ERP system) knowledge an asset

  • Process Improvement experience highly desired

Primary Work Location

CAN Mississauga - Derry Road West

Additional Locations

Work Shift

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.