Customer Service Representative - Bilingualism Preferred (Contract) - Ottawa

Ontario Medical Supply; Ottawa; On-site; CAD 29,000 - 30,000; Full time

Job summary

Ontario Medical Supply in Ottawa is seeking a Customer Service Representative to process orders and manage inquiries from healthcare agencies, long-term care facilities, and individuals. You will liaise by phone, email or in person to ensure accuracy and prompt service.

The role emphasizes strong communication, teamwork and the ability to meet KPI targets while supporting rental equipment and inventory processes at the Ottawa location.

Qualifications

• Minimum 1 year of experience in administrative procedures and office duties.
• Minimum 1 year in customer service role.
• Proficient with Microsoft Office – Excel, Word and Outlook.
• Proficient with ERP systems; Pronto preferred.
• Post-secondary education in an administrative field is an asset.

Responsibilities

• Process client orders received by phone, email or fax, including equipment rentals.
• Attend to clients and resolve concerns by phone, email, and in-person.
• Identify opportunities to improve client service.
• Meet pre-established KPI goals.
• Record service orders (disposition) upon completion.
• Participate in a weekly rotation for shifts and weekend coverage.

Skills

Interpersonal skills

Bilingual (French/English)

Time management

Team player

Education

Post-secondary education in Administrative field

Tools

Pronto ERP

Job description

Purpose:

As part of the Customer Service Order Desk team, this role provides outstanding customer service by processing orders and inquiries received through various sources, including those from healthcare agencies, long-term care facilities, and individual clients or caregivers.

Position:

Customer Service Representative

Location: Ontario Medical Supply. – Ottawa (1100 Algoma Road, Ottawa, ON K1B 0A3)

No. of Positions: 1

ATR: #5129

Type: Full Time, Contract (5 months)

Salary: $21 - $21.50/hr

This job posting is for an existing vacancy

Job Responsibilities:

• Process client orders received by phone, email or fax, for service, equipment, supplies and pharmaceuticals, including equipment rentals.
• Attend to clients, and resolve client concerns by phone, email, and in-person.
• Identify and action opportunities to improve client service.
• Review, identify and resolve error entries in the Dashboard.
• Create/maintain client contact, customer cards and validate information with customers as required.
• Generate various reporting for internal service team.
• Review and action various reports such as backorders, onhold, assembly kit, entered rentals, failed delivery, cross reference and others.
• Meet pre-established KPI goals.
• Record service orders (disposition) upon completion.
• Provide assistance in ensuring rental equipment is returned.
• Process inventory orders as needed.
• Prepare parts requests and conduct follow-up as needed.
• Participate in a weekly rotation for shifts and weekend coverage.
• Perform duties as assigned.

Qualifications:

• Minimum 1 years’ experience with administrative procedures and office duties.
• Minimum 1 year in customer service role.
• Proficient with Microsoft Office – including Excel, Word and Outlook.
• Proficient with ERP systems, Pronto preferred.
• Completion of Post- Secondary Education in an Administrative or related field of study is an asset

Skills:

• Strong interpersonal and communication skills (both verbally and in writing).
• Bilingual (French/English) is strongly preferred.
• Strong initiative and ability to work proficiently in a team environment as well as independently.
• Ability to manage time, remain organized and prioritize work.
• Enthusiastic, dependable and action oriented, with willingness to learn and improve existing skill set.
• Commitment to deliver excellent internal and external customer service.