Employees

Fresenius Medical Care Canada is currently recruiting for a temporary full time Helper for our Lachine, QC Warehouse. This is a three-month contract position. The position reports directly to the Warehouse Manager and entails the following:

PURPOSE AND SCOPE:
Supports our mission, vision, core values, and customer service philosophy. Adheres to our Compliance Program, including following all regulatory and division/company policy requirements.

Responsible for the safe delivery and pick-up of dialysis products to home kidney patients and dialysis centers. Responsibilities include assisting drivers, rotating stock and inventory checks. Requires operation of truck within Department of Transportation (DOT) regulations and guidelines.

DUTIES / ACTIVITIES:

CUSTOMER SERVICE:

• Responsible for driving our company culture through values and customer service standards.
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve, and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Helping driver to establish the route for his delivery day as per the warehouse supervisor list
• Helping driver to load his truck using lift
• Helping driver making deliveries to home patients and occasionally hospitals
• Helping driver to place product where the patient requests it. Doing rotation of products, making sure product are clean of dust, rain or snow.
• Helping the driver with communication via cellular
• Helping driver to pick-up product when necessary from home patient or hospital
• Helping driver to clean their truck (inside the box and the cab)
• Helping driver to fill paperwork
• Other duties as assigned

PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Heavy physical work with frequent lifting and carrying of objects 25 -50 pounds on a repetitive basis required. Some deliveries may require carrying product up multiple flights of stairs. This position requires extended periods of sitting, standing, and walking. Operation of truck may average 6 to 11 hours per day. Can involve exposure to extreme weather while making deliveries.

EDUCATION:

• High school diploma or equivalent

EXPERIENCE AND REQUIRED SKILLS:

• Experience with GPS system preferred
• Good knowledge of the Quebec geography
• Bilingual (French/English)

RELATIONSHIPS:
Internal Contacts: Customer Service Representatives, Transportation Coordinator, clinics, Local DC staff, Warehouse Supervisor

External Contacts: Home patients, Customers


The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Thank you for your interest in Fresenius Medical Care Canada. We encourage all qualified candidates to send their resumes. We thank all interested applicants, however, only those selected for an interview will be contacted.

We are committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.

Fresenius Medical Care Canada is currently recruiting for a regular full-time Customer Service Representative, working out of our Richmond Hill office. The position entails the following:

PURPOSE AND SCOPE:
Supports our mission, vision, core values, and customer service philosophy. Adheres to our Compliance Program, including following all regulatory and division/company policy requirements.
The Customer Service Representative, under the direction of the National Customer Service Manager, will be responsible for all matters pertaining to customer service related functions and home care functions across Canada.

DUTIES / ACTIVITIES:

CUSTOMER SERVICE:

• Responsible for driving our company culture through values and customer service standards.
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Primary telephone contact for all Hospitals and Clinics.
• Input product orders from Hospitals and Clinics into the computer system and ensure that all deliveries are made in a timely fashion.
• Handle invoice inquiries from customers.
• Provide proof of delivery for any deliveries that are in question.
• Ensure that customers’ back orders are filled quickly
  
• Report any problems to the National Customer Service Manager for resolution.
• Perform home care and customer care duties as necessary.
• Process returns for hospitals. Review open returns with QA on a monthly basis
• Call home patients and monitor their dialysis supply utilization.
• Handle and process returns and credits relation to home patients
• Handle and process requests for travelling patients when necessary.
• Reception relief during lunch and break periods.
• Carry pager after hours as needed.
• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Repetitive data entry required in an office setting; primarily working at a desk with computer and headset. May be required to work different shifts.

EDUCATION:

• Minimum - high school diploma. College/University Degree preferred.

EXPERIENCE AND REQUIRED SKILLS:

• Minimum 2 years customer service experience in healthcare industry
• Excellent oral and written communication skills
• Proficient with Microsoft Office
• Must be self-motivated and capable of performing their responsibilities without direct supervision
• Ability to multitask and cooperatively work with a variety of departments
• Bilingual – must be fluent in French and English. Must be able to read and write in French and English.

RELATIONSHIPS:

Internal Contacts: Territory Managers, Product Managers, Technicians, Warehouse Staff, FMCC Employees.

External Contacts: Home Patients, Hospital purchasing departments, Biomedical technicians, Customer base.

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Thank you for your interest in Fresenius Medical Care Canada. We encourage all qualified candidates to send their resumes. We thank all interested applicants, however, only those selected for an interview will be contacted.

We are committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.