The Customer Support Representative (CSR) will act as the primary point of contact for both, internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using JD Edward ERP System. You 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 will be expected to provide efficient and courteous customer service, positively support a team environment and provide backup support and coverage when essential
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
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. Become a maker of possible with us.
Job Family Description
(Insert function/BU Statement from template options)
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions, and complaints.
Summary
The Customer Support Representative (CSR) will act as the primary point of contact for both, internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using JD Edward ERP System. You 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 will be expected to provide efficient and courteous customer service, positively support a team environment and provide backup support and coverage when essential.
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).
Collaborate with customers to seek problems as required.
Support “one call resolution” – assess issues, recommend appropriate solutions and execute.
Establish relationships with key customer accounts.
Provide proactive notifications to customers and Territory Managers regarding specific customer issues.
Support customer focused teams and BD initiatives.
Providing coverage for other team member regions to maintain contracting support continuity, as required.
Work with business units and/or operational functions on special projects, as required.
Skills and Competencies
Strong teamwork with excellent interpersonal, written and verbal communication skills.
Strong business acumen and passion towards excellent customer experience both internally and externally.
Able 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 including 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 able to work within short timelines
Collaborates well cross-functionally with other departments
Qualifications and Experience
Bilingual, French and English (read, write, speak)
2 years Customer Service experience
Strong proficiency with Microsoft Office tools (Outlook, Excel, PowerPoint)
Experience with JD Edwards or SAP
Experience with Genesys Call Centre Software
Education and Training
Bachelor’s Degree in Business or related field preferred
Job Profile Code
P2- 11256
Job Group Criteria
Job Group 3:
Required Skills & Knowledge
Demonstrates a specific set of in-depth skills and knowledge in area of expertise
Involves natural and expected progression within job family
Degree of Accountability
Accountable for setting own work direction and completing work tasks
Erroneous decisions or recommendations may cause delays and result in the allocation of more resources
Financial Impact
Has some effect on quality, cost, and/or productivity
Strategic Impact
Assists in carrying out business/operating plans
Sphere of Influence
Demonstrates some influence within work area/department/function
Supervisory Responsibilities/ Leadership Characteristics
Accomplishes tasks mainly through coaching and supervision of support and entry-level professional associates
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Great Place to Work® has certified our workplace culture based on your feedback in the Trust Index® survey, and we’ve just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight!
Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Canadian Human Rights Act, Becton Dickinson will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.
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