Pipeline - Bilingual Order Management Specialist (English & French)

Smith & Nephew; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A medical technology company in Peel Region is seeking a bilingual Customer Service Representative to provide excellent sales support. This role involves processing orders, managing customer data, handling inquiries, and resolving disputes. The ideal candidate will have over 5 years of experience in order management, strong communication skills, and the ability to adapt in a fast-paced environment. The position requires proficiency in English and French and offers opportunities to join a supportive community.

Qualifications

• Minimum 5 years of experience in Order Management and Customer Service.
• Ability to adapt to changing situations and rapidly shifting.

Responsibilities

• Process orders via email, phone and EDI.
• Manage Customer Master Data and Sales Representative Master Data.
• Investigate and resolve customer invoice disputes.

Skills

Fluently bilingual: English and French

Strong verbal and written communication skills

Problem-solving ability

Interpersonal skills

Time management

Ability to multitask

Education

High School degree

Tools

Windows

SAP

Job description

Overview

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Thank you for considering employment with Smith and Nephew. This requisition was established for candidates to express interest in the above position, with a view to progress formally when we are in a position to do so.

To provide excellent bilingual customer service and sales support for all internal and external stakeholders. To support the processing of all customer orders with efficiency and accuracy. Ensure all tasks and requests are prioritised correctly and processed on time. To be a positive contributor to the team which encourages our core values of Care, Collaboration & Courage.

What will you be doing?

• Process orders (direct sales & consignment) via email, phone and EDI with speed and accuracy to meet daily cut-off.
• Process return requests and issue return authorizations.
• Investigate and resolve customer invoice disputes within 5 business days of the request being made to secure prompt payment.
• Handle customer enquiries such as order status, tracking information, backorders, and any other general inquiry efficiently and effectively.
• Manage Customer Master Data and Sales Representative Master Data.
• Process product complaints in accordance with S+N policy and Health Canada regulations.
• Process loan billings.
• Meet company KPI targets for order entry and accuracy, call handling, complaints handling, customer returns, etc.
• Communicate any service-related complaints to the Customer Care Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
• Any other task as required by your manager.

What will you need to be successful?

Education:

• High School degree

Experience:

• Minimum 5 years of experience in Order Management and Customer Service.
• Fluently bilingual: English and French communication skills, written and oral.
• Good communication and interpersonal skills
• Ability to multi-task, to meet deadlines; work effectively when priorities are changing rapidly.
• Working knowledge of Windows and SAP

Required Skills:

• Communication: Strong verbal and written communication skills, active listening, and the ability to explain clearly.
• Problem Solving: Ability to identify, analyse and resolve customer issues effectively.
• Interpersonal: Empathetic and patient, professional and respectful.
• Teamwork: Ability to work closely with a team; build trust, be honest, reliable, and accountable; shared workload.
• Adaptability: Ability to adapt to changing situations and rapidly shifting.
• Time Management: Ability to manage multiple tasks and meet required deadlines.
• Fast-paced: Ability to keep up, working in a fast paced and demanding environment.

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