Bilingual Customer Service Representative (Hybrid)

At Getinge we have the passion to perform

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge, our passion is to secure that every person and community have access to the best possible care, offering hospitals and life science institutions products and solutions that aim to improve clinical results and optimize workflows. Every day we collaborate to make a true difference for our customers – and to save more lives.

Are you looking for an inspiring career? You just found it.

Within the Customer Service department, we are looking for…

Bilingual Customer Service Representative

The Bilingual Customer Service Representative provides customer service support to external customers for all divisions in both official languages. They are responsible for assisting customers via email and phone, processing  orders, responding and directing customer inquiries while collaborating with our sales, service, regulatory, finance and supply chain departments to provide best in class customer service, while ensuring full compliance with Canadian laws and regulations. Customer Care is responsible for the Order to Invoice Lifecycle.

The Position

This role is responsible for:

• Answers incoming customer calls in a professional and prompt manner, as per established KPIs.
• Manages the customer care group inbox to ensure timely responses to all emails.
• Communicates directly with customers by telephone and/or electronically.
• Receives and processes customer orders by phone, fax, email, GHX, EDI and Commport (this includes consignment, Special Access, capital equipment, credit card and drop ship orders)
• Responds promptly to customer inquiries (within 48 hours).
• Daily/Weekly follow up of Back Orders and Updates in SAP  on Order Dates
• Creates 3rd party purchase requisitions for specific customer/technician orders.
• Works with service team to process demo sales .
• Acts as primary contact for customers on all incoming inquiries, including:  price requests, issuing of quotes, lead times, product availability, ship dates, freight rates, tracing orders and invoicing issues.
• Handles requests in a prompt, efficient manner and communicates/ coordinates with internal departments.
• Initiates requests for proof of deliveries.
• Verifies all orders for accuracy (i.e. Bill-to/Ship-to addresses, PO number, part number, product description and quantity, pricing, payment terms) before releasing sales order.
• Enters/amends orders accurately within one business day of receipt. Forwards service requests to appropriate departments the same day.
• Sends Customer Order Acknowledgements to customers within one business day of order entry.
• Generates ad hoc reporting i.e. sales, back log reports, consignment, etc.
• Works with Sales, Marketing and Supply Chain in the identification of potential inventory shortages, and executes the final allocation of products to customers.
• Executes and maintains records for all customer care related tasks involving product recalls.
• Coordinates urgent shipments with warehouse.
• Initiates returns handling with internal departments.
• Participates in the training process for new team members.
• Actively assists in modifications to work Instructions to ensure that they are relevant and up-to-date.
• Tests and implements all SAP workarounds related to Canadian specific requirements.
• Performs other related duties as required or assigned.

This role will be located in Mississauga, ON.

The Ideal Candidate

We are looking for the following experience, knowledge, and abilities:

• Bilingual (French / English).
• Minimum of 2 – 4 years’ experience.
• High school diploma, general education degree or equivalent.
• Working knowledge of SAP would be an asset.
• Computer literacy; familiarity with information technology concepts, personal computers, Microsoft Windows operating systems and Microsoft Office applications.
• Strong verbal and written communication skills.
• Knowledge of customer service principles, practices and administrative procedures.
• Excellent problem-solving skills to get to the root cause
• Ability to perform data entry and communicate electronically with a strong attention to detail and accuracy.
• Ability to deal effectively with all internal customers and external business contacts while conveying a positive, service-oriented attitude.
• Demonstrated ability to work independently with minimal supervision as well as in a team environment. 
• Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment. 

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About us 

Getinge is on an exciting transformation journey constantly looking for new ways to innovate together with our customers to meet the healthcare challenges of the future. We are committed to diversity, equity and inclusion and to sustainability with a goal to be CO2 neutral by 2025. We believe in giving our employees the flexibility they need and make every effort to foster a learning culture that supports their personal development and creativity. Our passionate people hold our brand promise ‘Passion for Life’ close to heart. 

If you share our passion and believe that saving lives is the greatest job in the world, then we look forward to receiving your application and resume. We hope you will join us on our journey to become the world’s most respected and trusted Medtech company.

Benefits at Getinge:

At Getinge, we offer a comprehensive benefits package, which includes:

• Health, Dental, Vision and Travel insurance benefits
• Registered Pension Plan with company match
• Paid Time Off
• Wellness initiative & Health Assistance Resources
• Life Insurance
• Short and Long Term Disability Benefits
• Hybrid Work Arrangements (where applicable)
• Parental and Caregiver Leave
• Tuition Reimbursement

Getinge is an equal opportunity employer. Getinge will, at all times, will comply with all applicable human rights and other legislation when considering all qualified applicants for employment. Accommodations are available upon request for candidates taking part in all aspects of the selection process.