Advanced RPO

ADCN - Bilingual Sr. Customer Service Representative

Job Locations CA-ON-Mississauga
Req No.
2020-11937
Type
Regular Full-Time

Overview

Auto Control Medical is an A&D Company, located in Mississauga, Ontario. We are a recognized supplier of choice for the development of telemedicine sensors and is an established leader in home health monitoring technology. Since 1977, A&D Medical has been manufacturing and distributing a full line of advanced electronic blood pressure monitoring equipment and healthcare products for home and professional use. The company has established itself as a leader in home health monitoring technology through the development and introduction of unique products. A&D Medical offers leading telemedicine solutions for remote patient monitoring of heart disease and other chronic diseases through wired and Bluetooth® wireless systems for health system integrators. Our blood pressure monitors and weight scales have been an integral part in improving outcomes of chronic disease such as congestive heart failure (CHF), diabetes, and hypertension.

 

Serve as first point of customer contact regarding order management, product and service complaints, general inquiries. Effectively support and educate customers and medical professionals that use our devices and ensure that troubleshooting is done based on the issue / inquiry mentioned with resolution in a timely manner

Responsibilities

  • Provide professional and efficient service to customers while processing orders and during troubleshooting
  • Answer incoming customer calls, entering customer orders, provide basic product information
  • Troubleshoot customer concerns/ issues raised during product use or malfunctioning products, and or software applications
  • Accurately and concisely document customer feedback and any troubleshooting completed during call, identify trends affecting products and relay feedback to appropriate teams
  • Provide essential information to callers with various requests such as general order status, backorder status, pricing
  • Coordinate and process large orders for timely shipments by ensuring information is accurate and other related documents meet company guidelines
  • Expedite rush orders, add applicable charges, and communicate any delays with customers
  • Monitor sales and marketing promotions and ensure that orders are processed accordingly
  • Respond to requests for product returns by issuing RMA numbers, process credits and record information according to prevailing guidelines and policies]
  • Support EDI transactions and online orders
  • Participate in on-going training as deemed appropriate by the management team
  • Perform other duties and special projects as assigned

Qualifications

  • Required: High School Diploma / Preferred: Bachelor’s degree
  • Minimum 2 years’ experience in a contact center environment
  • Exceptional verbal and written communication skills
  • Ability to thrive in a very fast paced environment
  • Analytical and problem-solving skills
  • Ability to interact effectively
  • Strong ability to multi-task
  • Proficiency in using a computer to navigate through multiple screens and programs at the same time to give and retrieve information
  • Experience with SAP, Microsoft 365 including Microsoft Teams
  • Broad practical knowledge of operational systems and practices
  • Demonstrated ability to present information in a clear, concise, and timely manner
  • Ability to analyze customer’s needs and the desire to provide excellent solutions and services
  • Call center experience is an asset
  • Must be flexible to work between the hours of 8.00 a.m. to 8.00 p.m. EST
  • Working from home an option once fully on-boarded and trained
  •  

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