Customer Service Representative (Bilingual - French)

ottobock•Niagara-on-the-Lake, ON

5h•Remote

About The Position

Otto Bock Health Care is a leading global supplier of Orthotic and Prosthetic products for people with disabilities. Our vision is to help people maintain or regain their freedom of movement. We work towards this aim by providing outstanding innovation and technology leadership, a large range of services and the global presence of our sales and service network. We are currently looking for a Bilingual Customer Service Representative to join our North American Customer Service team located in Burlington, Ontario. This is a permanent full time position with full benefits. The role will be a remote position upon completed training. North American Customer Service Representatives play a key role in creating an exceptional experience for healthcare providers and patients who rely on Ottobock for prosthetic and orthotic solutions. This position requires a compassionate, detail-oriented, and solution-driven professional dedicated to ensuring each order is handled accurately, efficiently, and with care. This position is responsible for creating a high level of satisfaction for customers who contact Ottobock. The Customer Service Reps are expected to determine customer needs (process an order, complaint, inquiry, returns, back orders, shipping, etc.) and to provide "best in class" customer service to build customer loyalty. Customers will participate in an NPS survey and provide regular feedback regarding their interactions with the Customer Service team.

Requirements

College Business Diploma
Proven French and English language skills – written and verbal
Minimum of 3 years customer service experience in a call center/team environment
Excellent conflict resolution, negotiation, and objection handling skills
Able to multi-task – work on several orders simultaneously
Able to deal with people in a sensitive, tactful and diplomatic manner while being professional at all times.
Adaptable to change and committed to continuous learning.
Strong time management skills with the ability to follow established procedures and uphold company values.
PC Skills – MSOffice, Supply Chain Management System (SAP)
Keyboard and data entry skills
Able to maintain flexible hours

Responsibilities

Assist customers courteously through inbound telephone calls for the purpose of processing customer orders or providing information for two business units – Prosthetics and Orthotics, regardless of the callers demeanor.
Processes customer orders, requests, and inquiries with healthcare providers and patients via telephone, email, fax, mail in an efficient and professional manner.
Support ecommerce by providing site tours to customers and signing the up for individual accounts.
24 hour turnaround response time to customers
Department metrics – all telephone messages must be cleared at the end of every business day.
Department metrics- Maintain average call wait time for the customer of 20 seconds or less
Department metrics- Maintain or increase Net Promoter Score measured by customer call survey
Accurately inputs customer orders into SAP database system which confirms pricing, stock availability as well as preparing change of address records, and the issuance of discontinuance orders.
Responsible for handling customer complaints using listening and problem solving skills to determine needed resolution and complete forms in compliance with Health Canada. Research and resolve customer issues acting as the liaison between appropriate departments when necessary. Handles customer inquiries re: shipping or product difficulties.
Must be able to take ownership for calls/problems, regarding invoicing, back orders, credits, purchase orders or service rendered; referring complaints of service failures to designated departments for investigation.
Informs customers of product pricing.
Issues a Return Authorization Number for returned products along with any necessary follow-ups within the guidelines of the company.
Responds to questions and/or inquiries regarding products or technical information and refers customer to other departments for additional information, if necessary.
Cross-sells products to meet customer needs by having complete product knowledge and training on all Company's product lines.
Works in team-based environment in delivering signature customer service to Ottobock customers.
Files documents and other related paperwork as per department procedures.