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.