Bilingual Customer Support Associate

Acelity is a globally diversified wound care and regenerative medicine company committed to advancing the science of healing and restoring people’s lives. 

Acelity products are designed to address needs in the areas of Advanced Wound Therapy and Regenerative Medicine with best-in-class solutions that are designed to deliver superior clinical outcomes for patients.

Job Summary:

The Bilingual Customer Support Associate is responsible for providing superior customer service on a national level to both internal and external KCI customers in a professional manner.

• Answers incoming calls and gathers information to fulfill customer orders and requests
• Inputs data received in written and electronic formats to fulfill customer orders
• Supports a rental, sales and owned business model by entering various order types
• Provides internal customers with required information related to customer support activities
• Researches the availability of owned product to internal and external customers
• Completes all necessary follow-up and administrative tasks required
• Monitors Customer Service Inquiries (CSI) mailbox and responds to offline requests when not actively on a call
• Audits orders for accuracy for all four (4) sales channels with their specific requirements
• Maintains professional interactions with incoming calls from customers in regards to product orders
• Thoroughly investigates all customer complaints (e.g. backdating, missing shipments) and responds before escalating to management
• Supports offline, shared service team with process guidance for order entry
• Provides online ordering/EDI assistance to customers
• Provides basic technical support for product issues and aims to understand and resolve customer concerns within the average talk time
• Participates in special projects as required.

Minimum Requirements/Abilities:

• Some post secondary education in Administration, Business or related field
• Minimum of one (1) year experience in an office environment
• Bilingualism – English/Canadian French
• Excellent interpersonal skills. Must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
• Superior verbal and written communication ability
• Work well under pressure and through ambiguity with problem solving mindset
• Highly attentive to detail and fact-finding as to ensure accuracy of reporting
• Extremely well organized and resourceful with the ability to multi-task and prioritize
• Intermediate skill level in Microsoft Word, Excel, and Outlook
• Ability to work independently with minimal supervision
• Willingness to work varying shifts including evening, weekends and statutory holidays
• Strong display of sensitivity and discretion when handling confidential information
• Ability to interpret customers issues to produce quick, effective results
• Possesses a positive, team player attitude

Preferred Qualifications:

• Knowledge of Canadian geography and time zones

• Working knowledge of Oracle

Additional benefits to this rewarding position:

• Full Benefits Coverage
  
• 6% RRSP/DPSP Matching Program
• Professional Development Opportunities
• Thorough Training and Support
• Excellent Company Culture

Acelity Canada is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

Interested candidates are encouraged to include the job title in the subject line.