We are the people who give possibilities purpose

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.

Job Description

As the Bilingual Customer Service Representative (CSR), you 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 the ERP system (SAP or JDE or MS Great Plains). You will routinely respond to inquiries from customers via phone or email including but not limited to product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous customer service, positively support your team, and provide backup support and coverage when necessary. The role is hybrid and based in our office located in Mississauga, ON. Our hybrid model is currently four days in the office (Monday to Thursday) and one day remote from home (Friday). Hours of operation are 8:30am (EST) to 5:30pm (EST), Monday to Friday. Shifts can be 8:30am – 4:30pm, 9:00am-5:00pm or 9:30am-5:30pm, subject to change.

Key responsibilities will include

• Respond to customer inquiries within established service levels for all order-related activities (including product information, back orders, stock availability and delivery inquiries).
• Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements.
• Collect information and initiate product and service complaints in compliance with departmental and Health Canada timelines.
• Collaborate with customers to identify and proactively resolve concerns.
• Support “one-call resolution” by assessing issues, recommending appropriate solutions, and executing them.
• Establish and maintain relationships with key customer accounts.
• Provide proactive updates to customers and Territory Managers regarding specific customer issues.
• Participate in customer-focused teams and support BD initiatives.
• Provide coverage for other team members’ regions to ensure continuity of customer service support as required.
• Work with business units and operational functions on special projects, as needed.

To be successful in this role, you require

• Strong teamwork with excellent interpersonal, written and verbal communication skills.
• Strong business acumen and passion towards excellent customer experience both internally and externally.
• Ability 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, 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.

Education and experience

• University degree or college diploma required.
• Bilingual and fluent in French and English (reading, speaking, and writing).
• Minimum of 2 years of Customer Service experience is an asset.
• Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
• Experience with the following is an asset: JD Edwards, SAP, or other ERP systems; Genesys Call Centre Software; Power BI; Salesforce (or other CRM software).

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Your Career at BD”.  

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors that contribute to the range displayed. The range displayed is comprised of wages, which includes base salary and commission, as well as certain components of our bonus programs. The salary offered to a successful candidate may vary based on a variety of factors including relevant experience, education, skills, qualifications, and work location. 

Salary Range Information:  $60000 - $110000 CAD Annual  

This job posting is for an existing vacancy  

As part of our recruitment process, we may, in certain circumstances, use technologies such as artificial intelligence or machine learning to screen, assess, or select applicants. These technologies will only be used in accordance with applicable laws and regulations. 

Why Join Us?

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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visithttps://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

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