Bilingual Customer Service Representative

Fresenius Medical Care · Richmond Hill · CA$55,000–CA$57,000 (stated in the posting)

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PURPOSE AND SCOPE:

Supports FME Canada’s mission, vision, core values and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements. The Bilingual Customer Service Representative, under the direction of the National Customer Service Manager, will be responsible for all matters pertaining to customer service-related functions and home care functions across Canada. 

DUTIES/ACTIVITIES

CUSTOMER SERVICE:

• Responsible for driving the FME Canada culture through values and customer service standards.
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRIMARY DUTIES / ACTIVITIES:

• Serve as the primary telephone and email contact for hospitals, clinics, home patients and internal stakeholders.
• Manage incoming calls, emails, and customer inquiries in both English and French, ensuring timely and professional resolution.
• Monitor and respond to inquiries received through shared Customer Service mailboxes.
• Enter, process, and maintain customer orders accurately within company’s ERP system
• Coordinate new patient onboarding activities
• Support home patients by conducting reminder calls, confirming supply requirements, and assisting with dialysis supply management.
• Manage clinic and hospital supply orders and coordinate delivery requirements with internal departments.
• Process and coordinate supply arrangements for patients travelling within Canada and internationally, as required.
• Investigate and resolve order discrepancies, delivery concerns, proof of delivery requests, and customer complaints.
• Monitor and manage backorders, communicating supply issues and potential resolutions to customers and internal stakeholders.
• Review and maintain patient files
• Process returns, credits, product complaints, and Return Material Authorizations (RMAs) in accordance with company procedures.
• Process Electronic Data Interchange (EDI) orders
• Coordinate and process product sample requests
• Manage order modifications, holds, cancellations, and other order maintenance activities.
• Escalate customer concerns, product issues, and service-related challenges to the National Customer Service Manager or appropriate departments for resolution.
• Collaborate with cross-functional teams including Warehouse, Sales, Clinical, Technical Service, Finance, and QA to support customer needs.
• Provide support and coverage for team members during vacations, absences, peak workload periods, and special projects.
• Perform other duties and special projects as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Repetitive data entry required in a hybrid setting; primarily working at a desk with computer and headset.
• Occasional overtime may be required to meet operational and business needs.
  Participation in an after-hours on-call rotation is required.

This position follows the company's hybrid work model. Employees residing within 40 km of the office are expected to be in the office three days per week. Employees residing outside of the 40 km radius may be eligible for a remote work arrangement in accordance with company policy.

EDUCATION

Minimum - high school diploma.  College/University Degree preferred.

EXPERIENCE AND REQUIRED SKILLS

• Minimum 3 years of customer service experience required.
• Experience in healthcare, medical devices, or related industry preferred.
• Bilingualism in French and English (spoken and written) required.
• Excellent verbal and written communication skills in a professional customer service environment.
• Demonstrated proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Strong organizational skills with the ability to effectively manage multiple priorities in a fast-paced environment.
• Proven ability to work independently with minimal supervision while exercising sound judgment and initiative.
• Strong attention to detail and commitment to accuracy in order entry, documentation, and customer records management.
• Ability to collaborate effectively with cross-functional teams and build positive working relationships across departments.
• Strong problem-solving and customer resolution skills.
• Ability to adapt to changing priorities and support business needs during periods of increased workload.

RELATIONSHIPS

Internal Contacts:  Territory Managers, Product Managers, Technicians, Warehouse Staff, FME Canada Employees

External Contacts:  Home Patients, Hospital purchasing departments, Biomedical technicians, Customer  base

SUPERVISION

N/A

PAY: $55,000 - $57,000/year

BENEFITS:

• Profit-Sharing Bonus
• RRSP Matching
• Paid Vacation
• Paid Sick time
• Benefits Coverage as of Day 1

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.We are committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.

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