PURPOSE AND SCOPE:

Supports FME Canada’s mission, vision, core values and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements. The Bilingual 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 the FME Canada 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.

PRIMARY DUTIES / ACTIVITIES:

• 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.

• Carry cell phone and laptop after hours when required to be on call (rotation between team members). 

• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Repetitive data entry required in a hybrid 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 3 years customer service experience required

• Healthcare industry experience preferred

• Exceptional 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

• Must be fluent in English (able to read and write). 

• Bilingual French skills (able to read and write) required  

RELATIONSHIPS

Internal Contacts:  Territory Managers, Product Managers, Technicians, Warehouse Staff, FME Canada Employees

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

SUPERVISION

N/A

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.