Bilingual Customer Service Agent

Stryker Group; Hamilton; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

A healthcare solutions company located in Hamilton, Ontario, is seeking a Bilingual Customer Service Agent. The role involves processing customer orders, addressing inquiries, and collaborating with various departments to ensure timely communication and support. Ideal candidates will have post-secondary education, 2 years of customer service experience, and be fluent in French and English. This position offers hybrid work flexibility.

Qualifications

• Two years’ experience in a call center/customer service environment.
• Experience or understanding of medical field is preferred.

Responsibilities

• Respond to customer inquiries via phone and CRM.
• Resolve order and invoice discrepancies.
• Process orders via phone, email, and EDI.
• Manage open sales orders for timely shipments.
• Collaborate with teams to provide support.
• Maintain records in CRM and ERP systems.
• Monitor Customer Service KPIs.
• Support administrative tasks.

Skills

Bilingualism (Fluent in both French and English)

Customer service skills

Critical thinking

Problem-solving

Education

Post-Secondary Education

Job description

Schedule: Monday – Friday, 9:30 AM – 6:00 PM EST

Work Flexibility: Hybrid (2 days in office at 2 Medicorum Place, Waterdown, ON)

Summary:

The Bilingual Customer Service Agent processes orders for materials or merchandise from sales staff or direct customer contact. In this role, you will maintain customer files with sales contracts and other information. The Bilingual Customer Service Agent gives price quotations, completes order sheets, and checks the price and quantity of each item listed. In this role, you will distribute order sheets to respective departments, and you may coordinate with departments regarding order status, shipping dates, prices, product availability and back orders

What You Will Do:

• Respond professionally to customer inquiries via phone and CRM regarding orders, pricing, returns, and general support.
• Research and resolve order and invoice discrepancies using critical thinking and problem-solving skills.
• Accurately process various order types (direct sale, consignment) via phone, email, and EDI, and confirm receipt with customers.
• Proactively manage open sales orders to ensure timely shipments and clear communication.
• Collaborate cross-functionally with teams like Sales, Finance, Distribution, and Technical Service to provide seamless support.
• Maintain accurate records in CRM and ERP systems, and document customer interactions and feedback to support service improvements.
• Monitor Customer Service KPIs and participate in continuous improvement initiatives and system integrations.
• Support administrative tasks, including reporting, reception backup, and ad hoc projects as assigned.

What You Need:

Required:

• Post-Secondary Education
• Two years’ experience working in a call center/customer service environment
• Bilingualism (Fluent in both French and English, to include writing and speaking)

Preferred:

• Experience in the medical field

Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered

Pay rate will not be below any applicable local minimum wage rates.