Company: Dräger
Location: Mississauga, ON
Expected salary:
Job date: Sun, 02 Mar 2025 02:21:48 GMT
Job description: PrintBookmarkShareAt Dräger, it is our passion and dedication to protect, support and save lives. Our dedication to life naturally extends to the quality of our employees’ lives. They are the essence of our company, and without them, we would not be what we are today – a world leader in medical and safety technology. We are searching for people who want to join us in building “Technology for Life”.Reporting to the Customer Service Supervisor, the Bilingual Customer Service Representative provides world class customer service for English and French speaking customers. The basic function of the Bilingual Customer Service Representative is to perform designated order entry and related customer service functions as required by established procedures in the Market Fulfillment Department of Draeger Canada.Main Accountabilities:
- Perform data entry for all customer orders, other orders and related order entry functions, and enter all assigned data in an accurate and timely manner, including maintenance of the Master Customer Data.
- Use initiative to resolve all order related issues (e.g., product substitutions, delayed deliveries, incomplete documents, Failure on Arrival, etc.) using appropriate resources, or coordinate with other departments – Order Management Team, Warehouse, Sales & Marketing.
- Ensure accurate contract review on all orders (including sold to/bill to/ship to parties, part numbers, quantities, price conditions, special requests, routes, shipping mode, distribution channel, etc.) and monitor each step of the order process to completion, from first inquiry to delivery of product to invoicing
- Identify, and work to correct, any discrepancies at order entry. This may include requesting changes to customer master data, verifying pricing in SAP for price contracts, checking customer understanding of Unit of Measure, etc. Look for opportunities to prevent errors & discrepancies from recurring.
- Ensure customer satisfaction on all requests for information in a timely manner. Probe all inquiries and ensure follow-up with solution utilizing product and process knowledge or coordinating with other departments.
- Handle calls professionally and efficiently when transferring to the Service and Tech Support department, adhering to the call routing SOPs. Support other teams to ensure they have accurate and sufficient information to perform their tasks.
Education:
- High School diploma, and College/University degree or completion of a related technical school program.
Related Experience:
- Fluently bilingual, written and verbal in French and English
- Two or more years of experience in customer service or related positions.
Special Competencies/Certifications:
- Knowledge of SAP is a must
- Knowledge of CRM and current order entry and inventory computer system used at Draeger is preferred
- Strong verbal and written communication skills
- Attention to detail and high level of accuracy
- Ability to interact and build professional relationship/network with other team members and departments
- Strong interpersonal skills
- Advanced problem solving skills
- Proactivity and proficiency in managing time and priorities
- Highly organized
- Proficiency with Microsoft Office Software including Word, Excel, Power Point and Outlook required
Working Conditions:
- The position is based in Mississauga, Ontario. Remote work arrangements will be considered.
- There will be minimal travel by air and vehicle to domestic and international locations.
- Time is also spent in meetings and sitting, long periods in front of computer terminal in a smoke-free environment.
In North America, Draeger employs over 1,600 employees working in our major sites in the United States and Canada (in the US: Andover, MA; Telford, PA; Houston / Coppell, TX, and in Canada: Mississauga, ON), including our Sales and Service workforce employees from coast to coast.Our Mississauga, Ontario location oversees our Medical and Safety businesses in Canada, including sales, channel distribution (Safety), installation, servicing and maintenance of world class Draeger products and services. This location also serves as the key site for essential Canadian functions, which includes Medical & Safety Sales and Service Management, Marketing, Legal, Compliance, Regulatory, Quality and Finance.Draeger is an equal opportunity employer and is committed to a diverse workforce. All candidates are encouraged to apply regardless of race, ancestry, colour, ethnic origin or place of origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences (for which a pardon has been granted), disability, marital or family status, or any other prohibited ground under applicable provincial human rights legislation.Dräger is a leading international company in the fields of medical and safety technology. Whether in clinical applications, in industry, mining or emergency services: Dräger products protect, support and save lives. That’s what our more than 16,000 employees have been striving for – every day for almost 130 years.Interested?Please apply directly through our career portal.
We look forward to receiving your application.