Customer Service Representative

SOLVENTUM; Mississauga; Hybrid; CAD 60,000 - 74,000; Full time

Job summary

Solventum is hiring a Customer Service Representative in Mississauga, Ontario. The role focuses on handling orders, providing technical support, and maintaining high service levels in a hybrid office setting.

You will engage with Sales, Logistics, and Marketing teams, resolve complex inquiries, and manage multiple communication channels. The position requires relevant experience and bilingual English/French capabilities, with weekend work included.

Qualifications

• Bachelor’s Degree from a credited institution.
• College Diploma and minimum 2 years of experience in Customer Service.
• High school/ GED and 5 years of experience in Customer Service.
• Two (2) years experience with ERP systems and business applications such as Salesforce, Oracle, and Microsoft 365.

Responsibilities

• Answer incoming calls and gather information to fulfill customer orders, provide technical support, and address other requests.
• Support rental, sales, and owned business models by entering various order types received in written and electronic formats to fulfill orders.
• Communicate clearly and professionally by telephone and/or written correspondence.
• Resolve non-routine and challenging inquiries by adapting techniques and methods to address a variety of complex issues.
• Complete all necessary follow-up and administrative tasks.
• Monitor Customer Service emails and respond to offline requests when not on a call.
• Thoroughly investigate all customer complaints and respond before escalating to management.
• Collaborate with internal customers and across a broad spectrum of stakeholders such as Sales, Marketing, Logistics, and Transportation.
• Support the Global Service Centre Team offline by providing process guidance for order entry.
• Improve customer satisfaction by identifying recurring problems or barriers and providing insights to help develop solutions.
• Educate and inform internal customers of various processes and direct them to appropriate resources.
• Contribute to and maintain a culture of quality service within the Customer Service Team.
• Participate in special projects as required.

Skills

ERP systems experience

Salesforce

Oracle

Microsoft 365

English/French bilingual

Education

Bachelor’s Degree

College Diploma

High school/ GED

Tools

Salesforce

Oracle

Microsoft 365

Job description

At Solventum, we improve lives by helping healthcare professionals do their best work. Join a team using innovation and insight to make a real impact on the future of healthcare. All roles listed are with Solventum, and we're committed to protecting your personal information - learn more in our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/

Job Description:

Job Title: Customer Service Representative

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers' toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

Provide superior customer service by handling a variety of transactions, including inbound calls, customer order entry, and follow-ups. This role requires weekend work but no evening shifts, with flexible start and end times between 8 a.m. and 6 p.m.

As a Customer Service Representative, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Answer incoming calls and gather information to fulfill customer orders, provide technical support, and address other requests.
• Support rental, sales, and owned business models by entering various order types received in written and electronic formats to fulfill orders.
• Communicate clearly and professionally by telephone and/or written correspondence.
• Resolve non-routine and challenging inquiries by adapting techniques and methods to address a variety of complex issues.
• Complete all necessary follow-up and administrative tasks.
• Monitor Customer Service emails and respond to offline requests when not on a call.
• Thoroughly investigate all customer complaints (e.g., backdating, missing shipments) and respond before escalating to management.
• Collaborate with internal customers and across a broad spectrum of stakeholders such as Sales, Marketing, Logistics, and Transportation.
• Support the Global Service Centre Team offline by providing process guidance for order entry.
• Improve customer satisfaction by identifying recurring problems or barriers and providing insights to help develop solutions.
• Educate and inform internal customers of various processes and direct them to appropriate resources.
• Contribute to and maintain a culture of quality service within the Customer Service Team.
• Participate in special projects as required.
• Work occasional weekends and holidays, with no evening shifts and flexible start and end times between 8 a.m. and 6 p.m. EST.

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor’s Degree from a credited institution

OR

• College Diploma and minimum 2 years of experience in Customer Service

OR

• High school/ GED and 5 years of experience in Customer Service

In addition to the above requirements, the following are also required:

• Two (2) years experience with ERP systems and business applications such as Salesforce, Oracle, and Microsoft 365__

Additional qualifications that could help you succeed even further in this role include:

• Fluent in English/FrenchStrong reporting and analytical skills
  Strong order entry skills with exceptional attention to detail
• A strong commitment to delivering world-class customer support
• Strong multitasking and problem-solving skills, with the ability to perform under tight, fast-paced deadlines
• Proven problem-solving skills and the ability to communicate effectively, both verbally and in writing, internal and external
• Consistent adherence to work schedule commitments, the ability to work with minimal supervision, and the flexibility to support schedule adjustments based on call volumes and staffing changes

Work location:

Hybrid, Mississauga, Ontario, Canada (You will be required to be at the office no less than once a week and as expected during trainings and meetings)

Must be legally authorized to work in country of employment without sponsorship for employment visa status.

Supporting Your Well-being

Solventum offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Vacancy Status: This position is for an existing vacancy.

Applicable to Canadian Applicants. The expected compensation range for this position is $59,843 - $74,263 CAD, which reflects the anticipated base plus variable salary for this role. Actual compensation may vary based on factors such as a candidate's experience, skills, training, and work location, in alignment with Canadian pay equity and pay transparency requirements. This role may also be eligible for additional compensation components (e.g., incentive programs) and a comprehensive suite of benefits available to employees in Canada. For more information on Solventum's Total Rewards offerings, please visit: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Solventum Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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