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 pager after hours as needed.
Other duties as assigned.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
Repetitive data entry required in an office setting; 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
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.
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We care about sharing information and experiences as this helps us learn from our mistakes and each other. We tackle challenges together by reaching out to colleagues both near and far. We communicate openly.
We challenge the status quo and show interest in what happens around us. We ask questions to clearly understand what needs to be done and take ownership of the results.
We live up to our own expectations, show respect and lead by example. We act with integrity and in line with our standards every day.
We make things better today than they were yesterday. We pitch ideas on how to improve and innovate.
Empowering people. Advancing care. Inspiring with our purpose and values.
Everything we do here is about making people’s lives better, simpler and longer. Our teams work cross-functionally to reproduce the complex function of kidneys with treatments that meet high quality standards, improve clinical outcomes, and are sustainable and compliant. Internally, we promote diversity and inclusion as key elements of a positive, supportive work environment. Our values support our mission to develop high quality products and services, to have a positive impact on the health and wellbeing of patients, and to lead Fresenius Medical Care towards a successful, sustainable future.
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