Customer Solutions Specialist Canada

Drive Medical; Montreal; On-site; CAD 29,000 - 32,000; Full time

Job summary

Drive Medical is seeking a Customer Solutions Specialist, Canada, bilingual in French and English, to provide product information, place orders, and resolve inquiries in a fast-paced phone environment. You will support sales teams and handle orders across US and Canada, while maintaining quality service and follow-up.

Ideal candidates have 1-2 years of customer-facing experience, strong communication, and good computer skills (SAP experience helpful).

Qualifications

• High school diploma or equivalent.
• Experience in customer service preferred.
• 1-2 years’ experience in the position to be considered for promotion.

Responsibilities

• Resolve customer and sales rep inquiries; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada.
• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner.
• Handle inbound and outbound communication via phone in a helpful, professional, and courteous manner.
• Resolve all customer related inquiries and issues with extreme accuracy and efficiency.
• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc.
• Enter and process orders received via phone, with accuracy.
• Provide product availability and manage customer back-orders, as needed.
• Support the sales team by aiding them with their daily service needs.
• Follow up as needed to ensure accuracy and effortless customer experience.
• Provide over the phone assistance with product assembly and parts inquiries
• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems.
• Bilingual in French and English to help service our customers and our Sales Team (Canada only).
• Achieve performance goals on a consistent basis and established KPIs.
• 1-2 years’ experience in the position to be considered for promotion.
• Customer Focused
• Prior customer-facing experience preferred
• Excellent communication and problem resolution skills
• Excellent computer skills, including knowledge in Microsoft Systems, SAP experience helpful
• Quick learner, able to think on feet and find innovative solutions
• Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST)
• Maintain a Scorecard of an A/B average to be considered for promotion

Skills

Bilingual French-English

Customer-focused

Excellent communication

Problem resolution

Microsoft Systems knowledge

SAP experience helpful

Quick learner

Flexible hours

Education

High school diploma or equivalent

Tools

Microsoft Systems

SAP

Job description

Salary Range: CA$21.00 To CA$23.00 Hourly

Who is Drive Medical..

"Leading the World with Innovative Solutions that Enhance Lives"

This is a vacant position

Summary (Major Purpose of the Role):

Drive Medical is a place where employees and management exist to enhance the quality of life of the people we touch.CustomerSolutions Specialist and Customer Solutions Specialist, Canada is responsible for ensuring effortless experience to our customers in a fast-paced phone environment, by providing product information, placing orders, and finding solutions. As employees acquire knowledge across all areas of the department, they can become cross-functional to fit business needs.

Main Activities/Responsibilities:

• Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada.


• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner.


• Handle inbound and outbound communication via phone in a helpful, professional, and courteous manner.


• Resolve all customer related inquiries and issues with extreme accuracy and efficiency.


• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc.


• Enter and process orders received via phone, with accuracy.


• Provide product availability and manage customer back-orders, as needed.


• Support the sales team by aiding them with their daily service needs.


• Follow up as needed to ensure accuracy and effortless customer experience.


• Provide over the phone assistance with product assembly and parts inquiries


• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems.


• Bilingual in French and English to help service our customers and our Sales Team (Canada only).


• Achieve performance goals on a consistent basis and established KPIs.


• 1-2 years’ experience in the position to be considered for promotion.


• Customer Focused


• Prior customer-facing experience preferred


• Excellent communication and problem resolution skills


• Excellent computer skills, including knowledge in Microsoft Systems, SAP experience helpful


• Quick learner, able to think on feet and find innovative solutions


• Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST)


• Maintain a Scorecard of an A/B average to be considered for promotion

Reporting Relationships and Supervision:

• The position will report to the Customer Solutions Supervisor/Manager.

Education and Experience:

• High school diploma or equivalent


• Experience in Customer Service preferred

Why Apply to Drive Medical...

Drive Medical is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive Medical strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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