Job Title

Overview Bilingual Customer Care Representative (English & French). Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. This role provides excellent bilingual customer service and sales support for all internal and external stakeholders, supporting the processing of customer orders with efficiency and accuracy, and prioritising tasks to be processed on time. You will contribute positively to a team that embodies our core values of Care, Collaboration & Courage. What will you be doing? Process orders (direct sales & consignment) via email, phone and EDI with speed and accuracy to meet daily cut-off. Process return requests and issue return authorizations. Investigate and resolve customer invoice disputes within 5 business days of the request being made to secure prompt payment. Handle customer enquiries such as order status, tracking information, backorders, and any other general inquiry efficiently and effectively. Manage Customer Master Data and Sales Representative Master Data. Process product complaints in accordance with S+N policy and Health Canada regulations. Process loan billings. Meet company KPI targets for order entry and accuracy, call handling, complaints handling, customer returns, etc. Communicate any service-related complaints to the Customer Care Manager so that the relevant action is taken to address the complaint and minimise any adverse effect on the customer and company. Any other task as required by your manager. What will you need to be successful? Education: High School degree. Experience: Minimum 5 years of experience in Order Management and Customer Service. Fluently bilingual: English and French communication skills, written and oral. Good communication and interpersonal skills. Ability to multi-task, to meet deadlines; work effectively when priorities are changing rapidly. Working knowledge of Windows and SAP. Required Skills Communication: Strong verbal and written communication skills, active listening, and the ability to explain clearly. Problem Solving: Ability to identify, analyse and resolve customer issues effectively. Interpersonal: Empathetic and patient, professional and respectful. Teamwork: Ability to work closely with a team; build trust, be honest, reliable, and accountable; shared workload. Adaptability: Ability to adapt to changing situations and rapidly shifting priorities. Time Management: Ability to manage multiple tasks and meet required deadlines. Fast-paced: Ability to keep up, working in a fast paced and demanding environment. Job details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Medical Equipment Manufacturing #J-18808-Ljbffr