Bilingual Customer Service Representative

BD; Mississauga; Hybrid; CAD 42,000 - 62,000; Full time

Job summary

Waters is seeking a Bilingual Customer Service Representative (CSR) to be the primary contact for internal and external customers, handling high-volume orders via phone, fax, email, and EDI using SAP. The role sits in Mississauga with a hybrid model (four days in office, one day remote).

You will manage inquiries on product availability, pricing, order status, invoices, returns, and promotional offers while ensuring excellent customer service.

Qualifications

• University degree or college diploma required.
• Fluency in French and English (reading, speaking and writing).
• Minimum of 2 years of Customer Service experience is an asset.
• Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
• Experience with ERP systems such as SAP or JD Edwards; Power BI; Salesforce or similar CRM software.

Responsibilities

• Respond to customer inquiries within established service levels for all order-related activities (product information, back orders, stock availability and delivery inquiries).
• Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements.
• Collect information and initiate product and service complaints in compliance with Health Canada timelines.
• Collaborate with customers to identify and proactively resolve concerns.
• Support one-call resolution by assessing issues and executing solutions.
• Establish and maintain relationships with key customer accounts.
• Provide proactive updates to customers and Territory Managers regarding specific issues.
• Participate in customer-focused teams and support BD initiatives.

Skills

Bilingual French/English

Customer service mindset

Strong communication

Multitasking

Problem solving

Education

University degree or college diploma

Tools

SAP

Power BI

Salesforce

CRM software

Microsoft Office

Job description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

As the Bilingual Customer Service Representative (CSR), you will act as the primary point of contact for both internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using the ERP system (SAP). You will routinely respond to inquiries from customers via phone or email including but not limited to product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous customer service, positively support your team, and provide backup support and coverage when necessary. The role is hybrid and based in our office located in Mississauga, ON.

Our hybrid model is currently four days in the office (Monday to Thursday) and one day remote from home (Friday). Hours of operation are 8:30am (EST) to 5:30pm (EST), Monday to Friday. Shifts can be 8:30am – 4:30pm, 9:00am-5:00pm or 9:30am-5:30pm, subject to change.

Job Responsibilities:

• Respond to customer inquiries within established service levels for all order-related activities (including product information, back orders, stock availability and delivery inquiries).
• Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements.
• Collect information and initiate product and service complaints in compliance with departmental and Health Canada timelines.
• Collaborate with customers to identify and proactively resolve concerns.
• Support "one-call resolution" by assessing issues, recommending appropriate solutions, and executing them.
• Establish and maintain relationships with key customer accounts.
• Provide proactive updates to customers and Territory Managers regarding specific customer issues.
• Participate in customer-focused teams and support BD initiatives.
• Provide coverage for other team members’ regions to ensure continuity of customer service support as required.
• Work with business units and operational functions on special projects, as needed.

Education and Experience required:

• University degree or college diploma required.
• Fluency in French and English (reading, speaking, and writing).
• Minimum of 2 years of Customer Service experience is an asset.
• Strong proficiency with Microsoft Office tools (Outlook, Excel, Word, etc.).
• Experience with the following is an asset: JD Edwards, SAP, or other ERP systems; Genesys Call Centre Software; Power BI; Salesforce (or other CRM software).

Knowledge and Skills required:

• Strong teamwork with excellent interpersonal, written and verbal communication skills.
• Strong business acumen and passion towards excellent customer experience both internally and externally.
• Ability to multitask and prioritize workload.
• Excellent process leadership skills with a passion for continuous improvement.
• Demonstrated problem-solving, critical thinking and analytical skills.
• Strong documentation skills, attention to detail, well organized and solution oriented.
• Works well in a fast paced, dynamic environment and under pressure.
• Flexibility and ability to balance multiple priorities and able to work within short timelines.
• Collaborates well cross-functionally with other departments.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Primary Work Location

CAN Mississauga - Derry Road West