Customer Care Representative

Össur; Richmond; On-site; CAD 40,000 - 60,000; Full time

Job summary

A global provider of mobility solutions is seeking a Customer Care Representative to deliver exceptional customer support. This role involves consulting with customers on technical product inquiries and ensuring an overall excellent customer experience. Candidates should possess strong communication skills and a technical background, ideally with experience in customer service.

Qualifications

• 3-5 years’ experience as a customer service representative may substitute education.
• French speaking highly desirable.
• Intermediate level proficiency on the usage of Microsoft Office Products.

Responsibilities

• Provides best in class customer care support via product selection, ordering and technical questions.
• Acts as a consultant assisting customers with product recommendations and support.
• Maintains relationships with customers and sales teams, ensuring accurate order processing.

Skills

Communication

Technical Knowledge

Customer Service

Education

Degree or two years of college coursework in business, medical terminology, or science

Tools

Microsoft Office Products

Job description

Customer Care Representative page is loaded

Customer Care Representative

Apply locations Richmond, Canada time type Full time posted on Posted 13 Days Ago job requisition id REQ-4321

This is a 12 month Contract Assignment

Basic Function:

Provides “best in class” customer care support with an in office team by assisting customers with product selection, ordering, returns and answering technical questions using a consultative approach. Supports sales organization by providing product and sales support. Main contact for customer inquiries for pricing, scheduling, shipping information, follow up, technical assistance and making recommendations that are in the best interest of our customer and the customer’s patients.

Responsibilities:

• Acts as a consultant to Össur’s customers and needs to be prepared and willing to assist with the following deliverables when necessary:

  Technical product knowledge

  Disease and injury indications

  Pricing

  Recommendations for other products and/or services offered by Össur.

• Provides a differentiated customer experience through excellent written and verbal communication according our Össur's quality assurance standards.
• Processes same day as received all customer orders received by a variety of channels accurately.
• Maintains assigned customer base and sales team fully informed on order, shipping, and backorder status.
• Makes outbound calls to existing customers to maintain relationships and protect revenue as directed.
• Verifies all product warranties and issues all authorizations for returns. Inputs information on respective database.
• Support selling organization efforts by offering recommendations of ancillary products. Inform customers of new product introductions, product enhancements, and available products suitable for replacement of competitor’s products.
• Maintains product and technical knowledge by actively participating in on-going training and development courses.
• Exercises good use of company funds and property within the set guidelines. Maintains an honest and professional attitude as the company’s representative at all times.
• Maintains professional relationships with internal and external customers. Effectively interacts with manufacturing, distribution, accounting, and other departments as needed.
• Contributes to a safe working environment by maintaining own workspace and reporting any potential hazards.
• Utilizes Microsoft Office products (Windows, Word, Excel, and Access) and Navison in daily activities.
• Ability to prepare clear, concise, and grammatically correct correspondence.

Qualifications:

• Degree or two years of college coursework in business, medical terminology, or science desirable. High School graduate and 3-5 years’ experience as a customer service representative may be substituted for degree or college coursework. Inside sales/telemarketing experience highly desirable.
• French speaking highly desirable.
• Intermediate level proficiency on the usage of Microsoft Office Products.
• Basic knowledge of accounting terms and transactions.

Össur is a leading global provider of prosthetics and bracing and supports solutions.

Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.

Embla Medical's equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world).

Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.

Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website .

About Us

Embla Medical is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations. At Embla Medical, we are dedicated to improving people’s mobility. We do this with compassion and innovation, from how we design our award-winning mobility solutions to how we operate our network of patient care clinics.

Embla Medical is home to Össur, a leading global provider of prosthetics and bracing and supports solutions; FIOR & GENTZ, an innovative developer of neuro orthotics; and College Park, creators of custom-built prosthetic solutions. Embla Medical also provides patients with world-class care through a global network of Orthotic and Prosthetic (O&P) facilities, operating under various brand names, including ForMotion.

Our People

The way we work is unique. We empower our colleagues worldwide and encourage close collaboration, allowing us to develop the best products and maintain the highest possible standards of care.

Our values – honesty, frugality and courage – are the glue that binds us together and form the foundation of our company culture.

Joining Embla Medical is not just about doing your job, it’s more than that. The patients we care for depend on us to help them get back their freedom and livelihood. That is what drives us all to go to work, each day.

If you are interested in joining our global team of talented individuals, please submit your information and resume for review.