Job Description Summary

En tant que chargé de la relation clients, vous agirez comme principal point de contact pour les clients internes et externes et gérerez le processus de commandes entrantes à volume élevé par téléphone, fax, e-mail et EDI à l’aide du système ERP (SAP ou JDE). Vous répondrez régulièrement aux demandes des clients par téléphone ou par e-mail concernant la disponibilité des produits, l’état de la commande, les prix, les factures, les crédits, les retours, la littérature ou les demandes d’échantillons, les preuves de livraison et les promotions marketing actuelles. Vous devrez fournir un service client efficace et courtois, soutenir positivement un environnement d’équipe et fournir un support et une couverture de sauvegarde lorsque cela est essentiel.

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). 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, proofs of delivery 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.

Job Description

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. 

Engagés pour la santé de demain, nous réalisons tous les possibles.

BD est un acteur unique des technologies médicales par sa présence auprès de tous les professionnels de soin. Nous accompagnons le quotidien des chercheurs, des soignants et des patients tout au long du parcours de soins. BD compte plus de 77.000 collaborateurs et est présent dans le monde entier pour répondre aux nombreux défis du monde de la santé. Depuis 125 ans, BD accompagne soignants et patients partout, tout le temps.

Pourquoi vous joindre à nous?

Nous offrons à nos collaborateurs un environnement de travail international stimulant avec des défis à relever, d’exceptionnelles opportunités de partenariat avec nos clients et la possibilité de construire une carrière où la mobilité est possible. 

Intégrer BD, c’est rejoindre des équipes motivées et de haut niveau, fortes d’une approche métier transversale.

Responsabilités principales

• Répondre aux demandes des clients dans les niveaux de service établis sur toutes les activités liées aux commandes (informations sur les produits, commandes en arrière, disponibilité des stocks et demandes de livraison) ;

• Traiter les commandes tout au long du cycle de vie des commandes et maintenir la communication connexe avec les ventes, la distribution, la planification de la chaîne d’approvisionnement, le contrôle des stocks et les comptes clients pour s’assurer que les exigences des clients sont satisfaites

• Rassembler l’information et amorcer le traitement des déclarations, des plaintes relatives aux produits et des plaintes liées aux services dans le respect des échéanciers du Ministère et de Santé Canada (au besoin)

• Prise en charge de la « résolution d’un appel » - évaluez les problèmes, recommandez des solutions appropriées et exécutez

• Construire des relations de confiance avec les principaux comptes clients

• Fournir des notifications proactives aux clients et aux gestionnaires de territoire concernant des problèmes spécifiques aux clients

• Soutenir les équipes axées sur le client et les initiatives BD

• Fournir une couverture aux autres régions membres de l’équipe afin de maintenir la continuité du soutien contractuel, au besoin.

• Travailler avec les unités opérationnelles et/ou les fonctions opérationnelles sur des projets spéciaux, au besoin.

Profil recherché

• Diplôme universitaire requis

• Bilingue, français et anglais (lire, écrire, parler)

• Minimum de 2 ans d’expérience de service à la clientèle préféré

• Excellente maîtrise des outils Microsoft Office (Outlook, Excel)

• Expérience avec JD Edwards, SAP ou tout autre système ERP

• Expérience avec le logiciel du centre d’appels Genesys un atout

• Expérience avec PowerBI un atout

• Expérience avec Salesforce (ou d’autres logiciels CRM) un atout

Nous encourageons les candidats à proximité de notre emplacement BD de : 2100 Derry Road West Suite 100, Mississauga, ON L5N 0B3 Canada à postuler pour ce rôle hybride.

Ce rôle hybride exige que vous soyez sur le site qui vous est assigné 3 jours par semaine et jusqu’à 2 jours de chez vous. Des politiques locales peuvent s’appliquer. BD peut modifier votre régime de travail en fonction des besoins de l’entreprise.

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As the BilingualCustomer 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). 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, proofs of delivery 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.  

Key responsibilities will include:

• 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. 

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. 

• 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 

Education and experience:

• University degree required 

• Bilingual, French, and English (read, write, speak) 

• Minimum 2 years Customer Service experience preferred 

• Strong proficiency with Microsoft Office tools (Outlook, Excel) 

• Experience with JD Edwards, SAP or any other ERP systems 

• Experience with Genesys Call Centre Software an asset

• Experience with PowerBI an asset

• Experience with Salesforce (or other CRM software) an asset

We encourage Candidates near our BD Location of:   2100 Derry Road West Suite 100, Mississauga, ON L5N 0B3 Canada to apply for this Hybrid role.

The Hybrid role requires you to be at your assigned worksite 3 days out of the week and up to 2 days from home. Local policies may apply. BD may change your work arrangement based on business needs.

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.

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, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable 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.

PDN

Primary Work Location

CAN ON - Oakville

Additional Locations

CAN Mississauga - Derry Road West

Work Shift