[Hiring] Bilingual Customer Service Representative @Medline Industries, LP

Role Description

A successful Bilingual Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead, this position requires exceptional communication skills, problem-solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently.

Schedule:

• Training period: Monday to Friday, 9:00 AM to 5:30 PM (EST)
• Regular shifts after training: Monday to Friday, 10:00 AM to 6:30 PM (EST)

The starting salary for this role is $50,000 - 55,000/year (CAD).

CORE JOB RESPONSIBILITIES

• Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
• Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service.
• Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary.
• Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security.
• Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines.
• Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms.
• Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services.
• Department Collaboration: Work effectively with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries.

Qualifications

• High School Diploma or equivalent
• Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset
• Advanced language skills in both French and English (Bilingual)
• Exceptional phone contact handling and active listening skills with a strong problem resolution background
• Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently
• Excellent communication and presentation skills (verbal and written)
• Ability to work under pressure in an ever-changing, fast-paced and dynamic medical environment
• Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
• Excellent organizational and time management skills
• Able to be self-motivated and directed, to effectively prioritize and execute tasks in a high-pressure environment
• Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)

Requirements

• The starting salary for this role is $50,000 - 55,000/year (CAD).
• The anticipated salary range for this position: $50,600.00 - $76,000.00 Annual

Benefits

• Collaborative work environment with highly engaged employees
• Market competitive compensation and benefits plan, including LTD & Insurance
• RRSP with a company match
• Annual Employee Appreciation Week
• Paid vacation and personal days
• Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
• Career growth and training programs
• Open communication with Senior Leaders
• Employee referral program
• Recognition programs
• Social activities
• And much more…