Customer Service Representative - Bilingual

VB Spine; Burlington; On-site; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plan with company match

Paid time off (PTO) and holidays

Ongoing training and professional development

Opportunities for growth within the company

Job summary

A leading medical technology company in Burlington, Canada is seeking a Bilingual Customer Service Representative to manage customer orders and support surgical procedures. You will be a key point of contact, ensuring order accuracy and timely support. Ideal candidates should have experience in customer service with fluency in both English and French. Competitive compensation based on experience and performance, plus comprehensive benefits are offered. Join a team committed to innovation and improving patient outcomes.

Qualifications

• 1-3 years of experience in customer service, billing, or order management roles.
• Experience in medical device, healthcare, or logistics is an asset.
• Ability to work under pressure while maintaining accuracy.
• Experience in medical devices, healthcare, or logistics is an asset.
• Familiarity with ERP systems such as JDE, SAP, or Oracle preferred.

Responsibilities

• Process customer orders accurately via phone, email, and ERP systems.
• Resolve order discrepancies and communicate with customers.
• Coordinate with logistics teams for timely deliveries.
• Support correct order entry to enable invoicing.
• Collaborate with internal teams to resolve billing discrepancies and payment issues.
• Coordinate with AP/AR to support invoice accuracy and resolution.
• Work with Distribution and Kitting to confirm product availability.
• Reallocate inventory across locations to fulfill urgent orders.
• Coordinate with logistics teams to ensure timely deliveries.
• Provide responsive support in English and French via phone and email.
• Escalate complex issues while keeping customers informed.

Skills

Fluent in English

Fluent in French

Customer service experience

Problem-solving skills

Attention to detail

Education

High school diploma or equivalent

Tools

ERP systems (JDE, SAP, Oracle)

Job description

Customer Service Representative - Bilingual (English/French)

Location: Burlington, ON, Canada

Company: VB Spine

Looking for a career where your work truly matters? At VB Spine, you’ll be part of a mission-focused team that supports surgeons during life-changing spinal procedures. We’re the largest privately held spine company and among the largest family-owned medical technology companies in the world, dedicated to innovation, surgeon partnerships, and improving patient outcomes in spine care. As a Customer Service Representative in our Operations function within the Spine division, you’ll serve as a key bilingual point of contact for customers across Canada — managing orders, supporting billing, coordinating with warehouse and logistics teams, and ensuring smooth, timely support for surgical procedures.

What You’ll Do

• Process customer orders accurately and efficiently via phone, email, and ERP systems
• Ensure all orders are complete, accurate, and processed on time to meet surgical needs
• Resolve order discrepancies and communicate directly with customers in a timely manner
• Support accurate order entry to enable timely and correct invoicing
• Work with internal teams to resolve billing discrepancies and payment issues
• Coordinate with Accounts Payable/Receivable (AP/AR) to support invoice accuracy and resolution
• Collaborate closely with Distribution and Kitting teams to confirm product availability
• Reallocate inventory across locations to fulfill urgent customer orders
• Coordinate with logistics teams and carriers to ensure timely deliveries
• Provide responsive customer support in both English and French via phone and email
• Escalate complex issues to the appropriate teams while keeping customers informed

What You Bring

• High school diploma or equivalent required
• Fluent in both English and French (mandatory)
• 1–3 years of experience in customer service, billing, or order management roles
• Experience in medical device, healthcare, or logistics environments is an asset
• Familiarity with ERP systems (JDE, SAP, Oracle, or similar) preferred
• Strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment
• Excellent communication and problem-solving skills with a customer-focused mindset
• Ability to work effectively under pressure while maintaining accuracy and professionalism

Why VB Spine?

We believe in growing talent from within. At VB Spine, join a high-performing team, benefit from peer and executive mentorship, and play a key role in supporting life-changing spinal procedures by delivering outstanding customer service and seamless order coordination across Canada.

Compensation

Pay for this role is competitive and based on experience, qualifications, and performance with potential for bonuses and incentives plus benefits. Final compensation is determined on a case-by-case basis and considers a variety of factors including experience level, bilingual capabilities, skillset, and local market conditions in Burlington, Ontario.

Benefits Include

• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off (PTO) and holidays
• Ongoing training and professional development opportunities
• Opportunity to grow within a fast-paced, dynamic company